Director - Central Support - IPC Systems - New York

Job description
The Director will provide oversight and guidance to the Central Support teams providing Tier 1 and Tier 2 technical support for our Trading Systems product lines. This individual is responsible for ensuring operational excellence & efficiency, developing strategies and setting policies, and making sure employees work as a team and morale stays high. The Director must be confident, driven, organized, analytical, and able to identify obstacles and find ways to overcome them.
This position will work closely with other Regional Directors and Service Delivery teams to ensure consistency in operational processes and policies. In addition, this Director will partner with Tier 3 support and Engineering on efforts to progress our strategic objectives and also to ensure tactical success from a customer support perspective.
In this role, the Director must maintain a deep technical knowledge of all IPC products and services. In addition to management experience being required for this role, experience in technical positions either with supporting server based products (x86 platforms; Linux/Solaris/Microsoft Operating Systems) or in a role supporting Networking / Telecommunications products (Cisco, PBX, or Telecom Carrier services) is required.

Accountabilities and Specific Duties:
Provides executive oversight and functional management of the Central Support team - including prioritization, escalation and resource management oversight.
Commitment to service excellence – ensuring we exceed our customer SLA’s - utilizing customer service best practices and constantly driving to improve customer satisfaction
Escalation management – Ensure that both the Client and IPC executive management are kept up to date on status of outstanding critical service issues as required.
Ensure constant communication with Service Delivery’s Field Operations & Management teams – ensuring they are aware of current status on open client issues, product vulnerabilities, and strategic initiatives.
Play a lead role in the development of Operational Requirements Documents - providing input to Operations Product Management on product & process efficiencies to drive the business forward. In addition, ensuring Central Support participation in ORD reviews and related activities.
Technical Readiness – Ensure Central Support teams are constantly improving their skills – both from a core skills (Server/ Operating System, Networking) perspective as well as IPC product training.
Lead the creation of installation and troubleshooting documentation when necessary for field operations to drive efficiency and reduce unnecessary issue escalations.
Flexible schedule is a must – must be willing to handle after hours / weekend escalations and oversight activities (a significant amount of activity occurs after hours due to change windows) and willing to travel on short notice.

Desired Skills and Experience
Minimum 5 years’ experience in a technical, operational, or call-center management role required
10+ years’ experience in technical support roles: supporting server based products (x86 platforms; Linux/Solaris/Microsoft Operating Systems) or in a role supporting Networking / Telecommunications products (Cisco, PBX, or Telecom Provider services) required
Strong Experience in Trouble shooting and mentoring technical team members on issues in a variety of product areas:
Operating Systems - Linux/Solaris/Microsoft
Databases – MS SQL, MySQL, Oracle
Networking Technologies: Cisco, SIP (Must have)
PBX: Cisco, Avaya, Nortel
Other: VM Ware
Experience in the financial services industry, specifically telecommunications and trader voice is a plus.
Well-organized individual, able to handle manage a team of 5 to 20 people in a multi-tasking, highly demanding environment
Excellent communication skills, both verbal and written required
Excellent skills in MS Office: PowerPoint, Excel, Word a plus

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