Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation....
Participate in application project implementations, including installation, configuration, testing, and validation activities to ensure successful deployment.
Coordinate with service providers and vendors to analyze, troubleshoot, resolve, and document application-related issues beyond the capability of IT Support or Group IT teams. Provide regular updates and escalate critical issues to the IT Support Manager when required.
Maintain high availability and reliability of application services to support secure, efficient, and uninterrupted business operations across departments....
Handle vulnerability patching, and enforcing day-to-day data compliance.• Assist in incident response, identity and access controls, ensuring strict user provisioning and authorization protocols.
Bachelor degree in Cybersecurity, Information Technology, or a related field preferred.
2 years managing enterprise security tools and supporting security operations.• Experience in server administration and operating system patch management is a plus....
Monitor reactive cases owned by internal support organizations
Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.
Build strong customer relationships through effective communication, customer advocacy, and service excellence....
Research, interpret and apply relevant standards, laws and regulations, including ISQM 1 and 2, ISA 220 (Revised), MIA By-Laws, the AOB requirements, BNM AMLA/CFT requirements, PCAOB QC1000, etc. and determine their practical implications for the Firm.
Act as a point of reference for engagement teams' policy queries, providing clear, well-reasoned and appropriately supported guidance.
Proactively track developments from the regulatory bodies, translating developments into practical internal updates for leadership and engagement teams....
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation....