<p><strong><span style="text-decoration: underline;">The Company</span></strong></p><p>One of the largest private investment banks in the US.</p><p> </p><p> </p><p><strong><span style="text-decoration: underline;">The Role</span></strong></p><ul><li>Deliver exceptional client service, developing strong relationships and proactively managing client inquiries and issues.</li><li>Provide comprehensive support for incident management. Lead the incident response process when necessary to ensure swift escalation and effective communication.</li><li>Adhere to established Incident Management procedures, utilizing ServiceNow as the IT Service Management (ITSM) platform to track and resolve incidents. Collaborate with business units to assess issue severity by analyzing overall business and client impact.</li><li>Monitor, analyze, and automate incident detection and resolution using Splunk IT Service Intelligence (ITSI).</li><li>Act as the primary point of escalation for clients, internal business partners, and cross-functional teams to ensure timely resolutions and clear communication regarding application usage and capabilities.</li><li>Gain an in-depth understanding of business operations to accurately define and maintain Service Level Agreements (SLAs) for various functional areas.</li><li>Work effectively across a range of business-specific applications such as Multifonds for Transfer Agency (TA), Spectrum for Foreign Exchange (FX), and others as required.</li></ul><p> </p><p> </p><p><strong><span style="text-decoration: underline;">Your Profile</span></strong></p><ul><li>Excellent verbal and written communication abilities, with a focus on clarity, conciseness, and active listening. Demonstrated analytical and negotiation skills, with exceptional attention to detail.</li><li>Proven aptitude for identifying complex problems and implementing effective solutions; able to ask insightful questions and approach challenges with curiosity and thorough analysis.</li><li>Hands-on experience with ServiceNow (ITSM) and Splunk ITSI for monitoring and automation is highly preferred.</li><li>Solid understanding of ITIL processes; relevant certifications are preferred.</li><li>High level of technical proficiency, ideally with experience in SWIFT messaging, file transfer methods, and Internet technologies.</li><li>Ability to comprehend and apply core business concepts within a multi-dimensional financial services environment. Possesses a record of quickly learning and mastering new skills.</li></ul><p> </p><p> </p><p><strong><span style="text-decoration: underline;">Apply Today </span></strong></p><p>To apply online (Word attachment only), please click the 'Apply' button. Please note that only short-listed candidates will be contacted.</p><p> </p><p> </p><p><em>Reference No. 67010-0013343687</em></p><p> </p><p><em>By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: <a href="https://www.roberthalf.com/hk/en/privacy">https://www.roberthalf.com/hk/en/privacy</a>. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.</em></p><img src="https://counter.adcourier.com/VmljdG9yaWEuVHNhbmcuNzMwODguMTA5MTVAcmhpaGsuYXBsaXRyYWsuY29t.gif">