Pa45271288 - Lead Digital Specialist

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

**Job Description**:
Event Monitoring:

- Work with international teams to review and act upon events automatically generated by the event management system.

Incident Management
- Take ownership of incidents that are assigned to the Support Team

Work with the Client relationship teams to identify client needs
- Diagnose and assign accordingly incidents that have been assigned to the Support Team which require assistance from another business unit.
- Ensure Incidents are accepted, updated and resolved in accordance with the associated SLA.
- Escalate incidents where appropriate and liaise with Senior Support Analysts to ensure prompt resolution
- Log and track incidents which are assigned to a third party. Ensuring communications flows are kept open to allow prompt diagnosis and resolution.

Problem Management
- Take ownership of problems that are assigned to the Support Team
- Ensure Problems are kept active and updated and resolved in line with the Problem management process

Change Management
- Raising and implementing Service Now Change Requests to support software changes to any of the supported environments (level 0 through to Level 4 and production)

Smoke Tests:
Health Checks and Monitoring:

- Verify and continually monitor the production environment to ensure it is available for use by the business and customers following maintenance outages

Other Responsibilities:

- Security Testing Verify an environment meets the security requirements prior to testing.
- Participation in projects at various stages of the project lifecycle to provide: SME knowledge,
- Defect Management, Test support, Implementation planning, Implementation support, Early Life Support.
- The successful applicant may be required to form part of the established on-call rota providing additional backup and support to the Level 1 support group.
- To exercise due care and diligence, ensuring the areas the role is responsible for are organised and controlled.
- To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organisation.
- To comply with the regulatory regimes in which SS&C (DST) operates, with particular consideration given to relevant Client Asset, Data Protection and Financial Crime Prevention regulations, as appropriate to the above role.
- All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:

- To be quality driven, aiming for 100% accuracy and timeliness of delivery
- To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
- To continuously review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
- To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties
- To communicate and promote the values which reinforce and support a consistent quality culture
- To ensure that monthly KPI’s are met and adhered to

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.