Lead and grow a highly skilled technical team in an environment shaped by Schonfeld’s core values. Objectively build and create a vision for our Data Operations function to deliver the mission of Schonfeld’s systematic strategy that aggressively strives to provide the highest quality Data Platform within its data pipeline for both Real Time and Historical market data to each of Schonfeld’s multi-strategies via our cloud data platform and systematic on-prem data platform. Collaborating with stakeholders and other technology teams to create and deliver a strategic vision for our data platform offerings focusing on key areas such as-Data Quality-Start of day readiness of the data platform-Data Availability with a measurable and comparable benchmark against SLOs

Managing and leading a trade support team providing Level 1 and 2 support of our clients global trading platform.- Manage regional Trade Support team, including personnel management- Monitoring and support of global trading platform- Maintaining team communication standards- Enforcing system supportability standards- Ownership of issues through problem resolution- Communication of status of problem resolution of issues to stakeholders- Ownership of Root Cause Analysis (RCA) process- Documentation of support procedures- Release planning and deployment- Participation in on-call rotation

Within my role of Application Support Manager, I have been responsible for the following tasks• Lead and prioritize the Application Support team’s work load• Manage and Own the Problem Management process• Develop, co-ordinate and promote the effective functioning of problem management activitiesacross all of Concentrix support teams• Contribute to the planning of application/infrastructure releases and configuration changes• Provide technical leadership• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complexproblems• Design appropriate metrics for reporting on key performance and quality indicators, particularly interms of in-depth trend analysis• Maintain application monitoring, performance tuning and testing• Provide 3rd line Application Support on complex internally and externally developed applications• Provide input to administering and maintaining all production and internal environments• Provide input to the implementation, backup and roll-back plans• Ensure there are robust procedures and processes within the application support function remit• Follow appropriate departmental and company procedures and policies (i.e. change control,security and auditing, release, configuration, problem and incident management).• Maintain good working relationships with internal departments as well as 3rd party vendors andhosting providers• To examine potential areas for Service Improvement and raise proposals with the Service ManagerDocumentation • Ensure incidents and problems are up-to-date• Ensure all technical and non-technical documentation is up-to-dateAdditional Projects and Personal Up Skill DevOps • Working collaboratively with software engineering to deploy and operate our systems• Help automate and streamline our operations and processes • Build and maintain tools for deployment, monitoring and operations • Troubleshoot and resolve issues in our dev, test and production environments.

I have contributed to our help-desk by streamlining the support processes. I was able to do this as a result of utilizing Global approach to problem,incident, change and release management. 
I helped reduce a backlog of tickets and was assigned to 2 new client support projects in my first 6 months where i had to learn new data schemas, data flow an debugging of code using MS visual studio on TFS. I have also developed the help-desk documentation for day to day support operations and FAQ’s. By doing this I hope to reduce the number of tickets and put the onus back on the client to self serve

. The substantial portion of my time within this position is spent dealing with customers and their support needs. Through this I have been able to develop my communication skills to enable me to speak to both customers and colleagues about the problems at the differing levels to ensure that they are content with the information being provided to them.As with many support roles there are strict Service Level Agreements (SLA’s) none stricter than that of Concentrix customers, with this in mind I have from 3 months in position assisted with 24hrs on call facilities to ensure that these are met and that the customer service levels do not deteriorate after office hours. The software tools I use within this position are: Zendesk, SQL, IIS, Windows Office, Microsoft Azure, Visual Studio and Active Directory.