What we do:

We design, develop, and host data-rich, full-featured, high-traffic web and mobile applications for financial institutions, brokerages, and media clients. The Markit Digital Client Operations Team is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents. 

What you'll do:

As a manager in the Client Operations Team, you are responsible for coaching members of the Tier 1 Support team to ensure the stability of our production environments. This role is also a client-facing role that will lead and encourage the team to excel in customer service supporting our client values in all interactions.

• Serve as line manager, mentor, and coach for Client Operations Team members
• Drive continual improvements in the support process, overall production quality, and innovation
• Oversee team staffing, ensuring that the correct skill sets and personalities are represented in order to maximize team effectiveness
• Demonstrate team value to the business through both the definition and measurement of quarterly objectives
• Collaborate with all members of the Client Operations Team to ensure an effective support environment for our clients
• Act in the Tier 1 Support team role which is our frontline team monitoring and maintaining all aspects of our hosting infrastructure
• Define and improve processes related to the support out our clients and the supporting environments
• Create and share metrics and reporting that highlight support workloads, trends and concerns

How you'll do it:

• Be an exceptional coach and mentor leveraging your 2+ years managing high-performing, technical, customer-facing teams
• Build strong bonds with employees to foster open, honest and candid communication
• Excellent communications both written and verbally
• Measure team Health, Maturity, Performance
• Think strategically, as well as, execute tactically
• Satisfy your natural craving for problem solving by finding new and innovative processes to keep our clients stable

Skills and Experience:

• Minimum four years of incident management with client facing experience in technical or web hosting environment
• Experience communicating with clients on production issues
• Experience with Jira or similar ticketing platforms
• Experience with monitoring platforms and aggregation systems
• General knowledge of networking and software technologies related to web site hosting
• Financial markets knowledge or interest
• ITIL Certification a plus
• Ability to cover on call shifts, including weekends and after hours

This position is not eligible for relocation assistance or visa sponsorship at this time.