BlackRock Cachematrix Production Support Team Lead, Associate in Hong Kong, China

BlackRock is a leader in investment management, risk management and advisory services for institutional and retail clients worldwide. At June 2017, BlackRock’s AUM was $5.689 trillion. BlackRock helps clients meet their goals and overcome challenges with a range of products that include separate accounts, mutual funds, iShares® (exchange-traded funds), and other pooled investment vehicles. BlackRock also offers risk management, advisory and enterprise investment system services to a broad base of institutional investors through BlackRock Solutions®. Headquartered in New York City, as of September 30, 2013, the firm had approximately 11,200 employees in 30 countries and a major presence in key global markets, including North and South America, Europe, Asia, Australia and the Middle East and Africa. For additional information, please visit the Company’s website at www.blackrock.com | Twitter: @blackrock_news | Blog: www.blackrockblog.com | LinkedIn: www.linkedin.com/company/blackrock

Description:

Business Unit Overview:

At BlackRock, we partner with our cash clients to help find the right investment solutions to meet their unique liquidity needs. BlackRock is one of the most experienced and largest cash management providers in the world, managing approximately $400 billion* in cash management assets for corporations, banks, foundations, insurance companies and public funds. BlackRock has more than 40 years of experience in the cash management business and has a robust suite of global liquidity management solutions.

BlackRock recently completed its acquisition of Cachematrix, a leading provider of financial technology which simplifies the cash management process for banks and their corporate clients in a streamlined, open-architecture platform. The acquisition of Cachematrix adds a new dimension to BlackRock’s global liquidity management capabilities, building on its strength and scale in the cash management space and leadership position in technology and risk management. The combined set of capabilities will seek to enhance BlackRock’s ability to serve the evolving needs of cash investors and help solve their complex liquidity challenges.

Role:

The Cachematrix Production Support Team Lead must own and manage a wider array of issues and work with other groups to identify scope, impact and method of resolution on the Cachematrix technology platform. They must also display a proactive approach to issue prevention and process improvement. As an established member of the production support operations team, this position will be required to provide guidance to team members around best practices and facilitate communication and escalation to other departments as needed.

Responsibilities:

  • Application/Data Integration Support. Manage issues that arise for financial institution customers in a complex, transaction-based application environment. Communicate and coordinate as necessary with diverse people (developers, project managers, business analysts, etc.) to manage the progression of issue resolution.

  • Incident Management. Track and manage incident occurrences in a mission-critical production environment. Categorize and prioritize issues based on customer impact and situation. Act as the escalation point for team members and when necessary escalate issues to other organizational divisions, resource specialization and personnel availability.

  • Customer Support . Monitor business and product support requests via phone and email. Interact with both internal and customer contacts in a direct and professional manner to manage and resolve critical production issues. As necessary and/or directed, act as an escalation point for Level One analysts in communications around sensitive customer interactions. Must gain an in-depth knowledge of all Cachematrix products and a working understanding of the business principles and processes involved in order to effectively communicate with clients.

  • Sales Support. Provide assistance to the sales team for the creation of product demonstrations. Travel to client locations and assist the sales team by providing technical leadership throughout the sales process.

  • Data Analysis/Stewardship. Own and manage all application driven data points. Ensure data integrity by performing SQL queries and updates as needed. Troubleshoot data and file-level integration processes when system alerts are received. Create Data Audits as necessary to proactively monitor data points.

  • Operations Support. Lead Production Operations team with technical and non-technical projects and initiatives as needed to ensure we maintain our very high standard for client support. Continually add/update knowledge base with information in order to expedite the resolution of future issues.

Skills and Traits:

  • Must have proven experience troubleshooting productions issues by working directly with clients and internal groups including some or all of the following: project management, business analysis, database management and development teams.

  • Must have a proven track record of data stewardship in a production environment with access to confidential data.Must have advanced knowledge of database concepts, data stewardship procedures and Transact SQL syntax.

  • Must have solid leadership skills with the ability to mentor fellow team members.

  • Must be willing to improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

  • Must have a proven track record of reliability for on-call duties.

  • Must have excellent oral and written communications skills.

  • Must be intrinsically motivated and detail-oriented.Must have proven experience utilizing functional specifications and system design specifications to resolve client reported issues.

  • Must possess strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.

Qualifications:

  • Bachelor’s degree in business; or equivalent work experience required.

  • Extensive knowledge of problem solving in a production support role with Cachematrix or in a comparable, financial transaction-based environment.

  • Strong technical knowledge of PHP, MySQL and/or SQL server or comparable scripting/development experience.

  • Be able to demonstrate in depth knowledge of writing/reading TSQL.

  • Significant experience making data modifications using SQL in a financial transaction-based production environment.

  • Extensive knowledge of creating, maintaining and supporting file and web service integration applications(s).

  • Experience working in an on-call role providing web application triage and data stewardship support.

  • Must have proven deployment support experience acting as the primary support

  • Contact on a minimum of 10 projects or major software releases.

  • Must have extensive experience managing the complete lifecycle of software change requests and bugs in a leadership role.

  • Experience managing SWIFT Alliance Access application preferred

BlackRock is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, disability, veteran status, and other statuses protected by law.

Job Function: Investment Management (Trading, Research, Portfolio Management)

Organization: INV-T&P-TLS

Title: Cachematrix Production Support Team Lead, Associate

Primary Location: Asia Pacific-China-Hong Kong

Requisition ID: 172820

Job Posting: Oct 3, 2017, 11:00:00 PM

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