Technical Support and Operations Lead

Location: Singapore

Job # 007506

Catena Technologies is a dynamic and fast-growing FinTech company offering solutions consulting services and software products, managed by experienced financial industry leaders and renowned technologists. We work with financial institutions to design and implement business process management, enterprise application integration, high performance computing, and trading and risk management technologies. We also design and develop innovative products to address problems that are common to the industry. Catena Technologies delivers innovative, "outside the box" solutions that require cross disciplinary skills and adaptability.

Catena Technologies has been awarded Top Innovator, Technology Development of the Year, and Best Cloud-Best Product in the Asia Risk Technology Rankings. We are passionate about leading the brightest people to solve the most difficult problems while working with our customers in Asia Pacific, North America, and Europe to achieve their goals. We are currently seeking a candidate with 3 to 5 years' working experience to join us as a Technical Support and Operations Lead.

Job Description

You will be leading the charge to provide proactive first fix and post-sales support to our software product TRACETM, a platform for trade reporting and analytics.

The ideal candidate will have previous support and operations experience with a bank or a financial technology service and solution provider. You will take charge of providing a high-quality customer service experience, continually enhancing the quality of support delivered in order to improve customer satisfaction

Responsibilities

  • Manage day-to-day support and operations to ensure resolution in a timely manner and ensure tasks are set to the appropriate priority levels
  • Ensure operational procedures and practices are consistently applied
  • Consistently review and improve support process and efficiency
  • Operate as internal and external escalation point for high severity requests and issues specific to customers
  • Manage client change request process from inception to delivery and ensure that the delivery meet customers’ needs
  • Act as a quality-control gatekeeper for new client releases

Requirements

  • Bachelor or Master degree in Computer Science, Engineering, Business Administration or similar discipline
  • At least three years’ work experience leading a technical support and operations function
  • Strong organizational skills with ability to multi-task and prioritize issues effectively
  • Excellent troubleshooting and problem solving skills
  • Ability to identify opportunities for efficiency, cost reduction and continuous improvement
  • Ability to communicate in an understandable, polite and friendly manner, both written and verbal
  • Familiar with issue tracking systems such as Bugzilla or Jira
  • Solid technical background with knowledge of Windows, Linux, VM, and hosting technologies and solutions
  • IT infrastructure management experience preferred
  • Experience with shell scripting, SQL scripting, reading and understanding standard Java code is a plus

Personal Considerations

  • Self-directed and highly motivated individual
  • Team player
  • Fast Learner
  • Strong problem solving abilities

If you are interested, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it..