Grey Shift- Manager, Customer Service

Client Background:

Fintech Company Serving the Financial Services Industry in ASEAN Countries

Location: PJ

Tenure: Permanent role

Salary: Basic Salary

Core Responsibilities

• Incident & Queue Management: Oversee ticketing queue handed over from morning team and during night-hours, ensuring swift triage and resolution of trading platform glitches, API connection and latency issues.
• Market-Hours Coverage: Ensure seamless IT support during overseas market hours, focus on outages that directly impact financial transactions and client account access.
• Shift Leadership & Handoffs: Lead a team of IT support staff (or Night Agents), conduct beginning-of-shift reviews, and ensure comprehensive operational handoffs to the morning team.
• Escalation & Crisis Communication: Act as the primary point of contact for major incidents, be the communication bridge between customers person in charge and Internal team.
• System Monitoring: Put in place process and discipline to monitor trading infrastructure and network performance to proactively detect anomalous system behaviour before it affects customers.
• Knowledge Base Maintenance: Ensure all overnight resolutions are fully documented, updating the knowledge base to facilitate better self-service and faster future resolution times.
• Compliance & Security: Enforce strict data protection standards and cybersecurity protocols during non-standard working hours.

Essential Qualifications

• Education & Experience: Bachelor's degree in computer science, IT, or equivalent experience, with 5 years in IT service management and at least 5 years in a supervisory/shift-lead capacity.
• Financial/Trading Tech Domain: Experience in supporting algorithmic or retail stock trading platforms, FIX protocol issues, order management systems, or financial OMS/EMS software would be an advantage.
• Technical Skills: Hands-on expertise with remote desktop technologies, Active Directory, cloud computing (Alicloud, Huawei, etc.)
• Methodology: Strong grasp of ITIL service management frameworks (Incident and Problem Management).
• Soft Skills: Exceptional crisis management, communication, and decision-making abilities under high-pressure scenarios.

Expectations

• Overall: Oversee night shift service operation and functions.
• Cyber Security: Collaborate with outsourced cybersecurity vendor for effective security measures to minimise cyber-security risks to company's operation.
• Talent Management: Lead and motivate personnel alongside with company's business objectives.
• Objectives: Set clear expectations with team on standard level of service and address performance issues objectively, honestly and respectfully.
• Proactive Decision Making: Work with Head of Customer Service and other senior management team to define and set a vision for the Night Agents, develop a plan to achieve the end goals, and be accountable.