Gsoc - Senior Service Desk Analyst

IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets.

This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family.

We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.

Come be part of the new team that delivers ground-breaking products for our clients.

www.IPC.com

TITLE : GSOC - Senior Service Desk Analyst

DEPARTMENT : GSS Global Services Operation Centre (GSOC)

REPORTING TO : Regional Manager, GSOC

ROLE TYPE : Full-time, Hybrid

LOCATION : Madrid, Spain

About the Global Services Operations Centre

Our Service professionals are focused on client care and monitor our clients’ voice, electronic communications, and trading infrastructure throughout the day and night.

Our global service operation (GSOC) located in Madrid and Kuala Lumpur operates a seamless and consistent follow-the-sun support approach, to ensure round-the-clock availability to our clients.

Our Service professionals strive to go beyond client expectations, building unique relationships with each client.

Rotating schedule to allow the Global GSOC to operate 24 x 7 with Individual hours are to be agreed upon with the GSOC Global Vice President subject to business coverage requirements.

Responsibilities

• Provide first-line diagnostics and Tier 1 & 1.5 troubleshooting technical support to IPC clients via various communication channels, including but not limited to telephone, email, or web.
• Assist in organizing the teams’ daily tasks and responsibilities and help the manager drive activity to ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.

Monitor existing tickets assigned to GSOC and ensure that they are assigned to someone available. Take the lead to re-assign as appropriate.

• Open Incident and Change Request tickets and own them throughout the ticket
• Log and track all troubleshooting steps and statistics in the IPC ticketing
• Own client incident escalations at the second level following the defined escalation Ensure GSOC management and senior stakeholders are briefed on key topics such as outages, complaints, and escalations.

Engage GSOC management in next-level escalation as

• Work, as an escalation contact, with telecommunications and service providers globally to ensure timely fault resolution, escalating within our providers when necessary.
• Monitor network performance across a variety of platforms and proactively manage related event
• Be an SME / Go-to contact for GSOC business area and associated
• Collaboration and liaison with other regional GSOC teams and / or other IPC groups including : Demonstrating strong teamwork andParticipating in or taking a lead role in global focus Operations projects such as GSOC support and documentation for new product releases.
• Mentor and coach new starters; assist in creating training plan / s and provide advice direction and support through guidance and example.
• Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
• Produce Incident reports g. major outages, fault resolution, statistics / metrics, etc.
• Document new processes and procedures as and when
• Be an advocate for the Identify areas for improvement and communicate these clearly and professionally to the management team.
• Attend IPC Client Service Review Meetings, with the Manager, as required.

Experience / Skills / Qualifications

• Client service professional with proven Service Desk experience (minimum 2 years).
• Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team
• Cisco qualification (CCNA or better), or other relevant industry-standard
• Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
• Demonstrable experience in fault isolation and troubleshooting within an MPLS
• Varied exposure to Internet technologies and
• Experience with Trading and Compliance platforms, Cisco LAN / WAN, iPBX, VM Ware, and IP Voice
• Working knowledge of industry-standard ticketing tools e. Remedy, Salesforce, Service Now.
• Working knowledge of industry-standard proactive alarm monitoring tools including
• Excellent oral and written communication skills (English).
• Strong work ethic and an energetic, influential, and diplomatic work Demonstrate ability to form effective relationships with internal departments and key business representatives.
• Ability to provide shift cover as part of the GSOC team roster which will include weekends and public holidays.
• Ability to communicate in English is a must.

Desirable

• Bachelor’s Degree or equivalent work
• Experience in translating’ technical information into business-appropriate
• Strong technical acumen with the ability to learn and be able to provide immediate
• Knowledge of global financial markets and market data
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
• Working knowledge of Business Objects, MS Power BI, or similar reporting

PLEASE SUBMIT YOUR CV IN ENGLISH.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we’re pleased to offer competitive benefits, including :

• Competitive Base Salaries and Performance Bonuses
• Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
• 22 Holidays per Year Plus Public Holidays
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to IPC University our Internal E-Learning Platform
• Access to LinkedIn Learning
• Structured Onboarding Training and Peer Mentor Support
• Wellness Program
• Employee Referral Scheme
• Further information about your benefits will be provided during your onboarding process.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment to living our Core 4 values, on www.ipc.com / careers / and www.

ipc.com / about-us / about-ipc / .

IPC’s Diversity Statement :

The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies;

supported by an ironclad commitment to constructive dialogue and open-mindedness. We encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities

Bob Santella, Chief Executive Officer