|
The qualified individual will be the onsite manager for a growing offshore group which supports and develops fixed income information and analytics products. The group is responsible for enabling the core infrastructure for fixed income reference data, used by internal and external Reuters content clients worldwide. The support manager is primarily responsible for support and data enhancements of existing systems, but also plays an important role as the management presence in the offshore development group of between 20 and 30 individuals.
Successful applicant will be responsible for the management of support and data enhancement activities for the development group. This includes successful resolution of on-call and other support issues escalated by operations, content and other development teams. Issues that come up as part of on-call are tracked and corrected so they do not occur again. Root cause analysis is performed on errors and urgent issues are escalated further. Documentation and run book additions are made as needed to provide visibility into methods of working and expectations for the support group. The support manager also takes on the role of Siebel manager and is responsible for timely and accurate updates directly to clients and internal customers on queries related to the larger group.
The support manager also works with the larger database development groups to define, assign and implement data enhancement requests from design to release. These requests could include any enhancements or changes to systems consisting of web applications, automated processes and databases.
This role includes the HR functions involved with setting up and maintaining an offshore software development group. The successful candidate is responsible for performance management, recruiting, development and retention of group members. The support manager is responsible for the performance of the larger group and is expected to adapt team structure, policies and methods of working as needed to ensure the group’s success.
As part of an onshore/offshore development group, the support manager will be accountable for coordination and communication between the onshore and offshore teams. It is expected that applicants for this role will have excellent interpersonal skills and should be comfortable communicating with people from diverse backgrounds on many different teams with differing priorities. In order to meet these requirements, the support manager may be asked to work shifted or extra hours on an as-needed basis.
|