Site Manager - Trading Systems
Dallas, TX

Job Description

ROLE TITLE: Site Manager - Trading Systems

LOCATION: New York, NY - USA

ABOUT BT:

With customers in 180 countries, we're a leading global business communications provider. We have 17,000 people serving multinational companies, proving the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, the Cloud of Clouds, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. Our Digital GS strategy we are moving to will help create a better future for GS and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

WHY CHOOSE BT:

BT in the Americas is a leading expert in managed networked IT services, operating globally and delivering locally. We work for 8,500 organizations, such as Nestle Purina, BMW, Credit Suisse, Deutsche Bank, Heinz, PepsiCo, Bristol-Myers Squibb, JP Morgan Chase, Bank of America, Fiat- Chrysler, Microsoft, NATO, NYSE, Unilever, Volkswagen, Volvo and many more. By combining products and services with industry-specific solutions and consulting expertise, we deliver efficient and secure systems to our customers.

BT has had a presence in the United States for more than 30 years. Headquartered in Dallas, Texas, we have more than 3000 professionals, with offices in over 35 key cities across the US, Canada and Latin America. BT owns and operates its own network infrastructure in North America. This includes nation-wide reach to all major US cities with MPLS nodes across the US, making up one of the larger MPLS networks of any carrier in the region. This expanded footprint enables us to reach over 80% of key customer sites, as well as extending coverage beyond the US with MPLS points across the region.

BT sets high standards for its employees, but also strives to provide a work environment and culture that fosters health and wellbeing. Above and beyond your base salary, annual bonus OR sales compensation plan and full comprehensive benefits, BT offers high deductible health plans that empower employees to make good health care decisions, with the ability to use funds from a health savings account - to which BT contributes - that the employee manages and controls. In addition to a generous vacation allowance, all employees receive an additional 3 paid days per year to volunteer in their communities.

SUMMARY:

The Site Manager's responsibilities will be to deliver first-class customer service to a Tier One Financial firm through active involvement with clients, associated vendors, and personnel. The Site Manager will manage BT's dedicated on-site service staff, any subcontracted labor required, and oversee all service-related issues on a daily basis at the Customer on behalf of BT in the Americas. Additionally, the site manager must communicate and report on a weekly basis of all the activities and or events at the site to the relevant Service Manager(s), as well as, the Head of Service.

KEY RESPONSIBILITIES:

* Develop service metrics in conjunction with Customer and appropriate service organizations.
* Develop and implement procedures to ensure that the quality of the service is maintained at a high level.
* Manage appropriate procedures with customer staff, associated vendors, and local sub-contractors, and implementation of new procedures when required.
* Review daily Ready for Business checks and notify customer of any conditions that are not GREEN.
* Supervise and verify daily software downloads.
* Dispatch BT technicians to remote America's sites as required.
* Review of weekend work schedules.
* Participate with customer stakeholders on review and coordination of work requirements.
* Provide updates on any BT work (scheduled moves, new turret installs, etc.) that might require support from other customer work groups i.e. Voice Recording team, Apps team, Standard Voice, or any other required customer team.
* Produce regular system performance statistics, with content and delivery agreed in conjunction with both the customer and BT.
* Manage the Maintenance procedures to ensure that the interaction between the on-site team and BT's logistic department is functioning correctly
* Manage contracts, insuring proper compliance on behalf of clients and BT with respect to billing and service.
* Ensure that the System spares are maintained and inventoried in a fully functioning order and that they are maintained at the correct build and software levels. Ensure that equipment RMAs are processed according to BT procedure. Update RMA reports as required.
* Ensure site documentation is maintained and updated to reflect any changes in either the system or working practices.
* Attend regular service meetings as agreed with the customer providing appropriate minutes as required and ensuring all assigned BT actions are progressed to a successful resolution.
* Supervise on site field support technicians, coordinate their work activities and conduct bi-weekly status meetings.
* Submit contractor time sheets to BT time reporting system weekly.
* Ability to initiate and track through to completion service orders for trading system telecommunication services and circuits in multi-vendor, multi-carrier environment, on a consistently timely basis.
* Ability to successfully manage customer expectations in the fast-paced trading floor environment.
* Interface with other BT business units to insure proper resources are applied to keep clients' accounts up to date and accurately serviced.
* Development and management of support service practice and processes.
* Knowledge of dealing rooms and the Financial Market Place.
* Review pending Service Tickets on a daily basis. Close as appropriate.
* Working to contractual requirements and SLA's.
* Self-motivated with a strong technical ability to quickly develop an understanding and working knowledge of new technology.
* Willingness to work as necessary to meet operational or customer needs involving periods when heavy workloads exist.
* Strong inter-personal skills which will be utilized to build working relationships with the both customers and employees.
* Logical approach coupled with the ability to produce concise informative written reports.
* Strong Telecommunications Management background in a trading floor environment.
* Performs other duties as assigned.

QUALIFICATIONS:

* Administration experience with Sales & Trading voice platforms (BT ITS/Netrix, IPC Alliance/Unigy, Speakerbus, Etrali, etc.) is a MUST.
* Knowledge of private wire infrastructure including hoot and holler networks.
* Experience with compliance-based voice recording systems such as NICE or Verint.
* Working knowledge of packetized voice and related protocols (SIP, H.323, ISDN), session management and call routing, experience working with enterprise-based voice and data.
* Excellent communication skills.
* Experience dealing with customers, both technical and non-technical.
* Supervisory experience over small team of skilled technicians, union experience a plus.
* Ability to manage resource for small to medium-sized projects and moves.
* Experience with technology operations which includes day-to-day ticketing, major incident management and resolution, and queue management.
* Ability to work in fast-paced investment banking environment; direct trade floor experience a plus.
* Exceptional documentation skills.
* Some weekend and out of hours work as required.
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BT is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.