Goldman Sachs & Co. Prime Services Tech - Associate in Bengaluru, Indiana

MORE ABOUT THIS JOB

WHO WE ARE:

Goldman Sachs is leading global investment banking, securities and investment management firm that provides a wide range of services worldwide to a substantial and diversified client base that includes corporations, financial institutions, governments and high net-worth individuals.

Founded in 1869, it is one of the oldest and largest investment banking firms. The firm is headquartered in New York and maintains offices in London, Bangalore, Frankfurt, Tokyo, Hong Kong and other major financial centres around the world.

We are committed to growing our distinctive Culture and holding to our core values which always place our client's interests first. These values are reflected in our Business Principles, which emphasise integrity, commitment to excellence, innovation and teamwork.

TEAM OVERVIEW:

Prime Services Client Experience Engineering is a global organization focused on providing technical support to Prime Services clients and internal sales, client services and operations teams who support clients. The Client Technology Client Solutions team places a client facing role, managing technical aspects of client on-boarding, conducting product demos and providing day to day support, services delivery reporting and special projects.

JOB SUMMARY:

Client Experience Controller is a role based in our Bengaluru office. This function is responsible for operational oversight of all client requests globally to ensure that client requests are being prioritized and addressed in a timely fashion. Responsible for producing daily client request health reports, escalates health issues and priority issues to leads of various engineering teams that support the client applications.

RESPONSIBILITIES AND QUALIFICATIONS

RESPONSIBILITIES:

  • This is a global Client Experience controller role based in Bengaluru.

  • Manage client support experience by providing daily oversight, prioritization and escalation of client support requests.

  • Monitor operational dashboards to ensure that client requests are being actioned in a timely fashion

  • Produce daily and weekly health reports to show status of client requests to managers and business counterparts, highlighting any trends from an application or support perspective that require attention.

  • Engage with support leads from various teams to ensure backlogs are kept to a minimum, regular updates are provided on open requests and priority issues are escalated.

  • Work with business leads to prioritize requests on a day to day basis as needed.

  • Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly

  • Actively participate in Client Experience transformation process by reviewing and contributing requirements for tooling and metrics to manage and improve service delivery related to client requests.

  • Be willing to learn and troubleshoot/support proprietary technologies not available through market place. No knowledge of proprietary technologies is required pre-hire

  • Assist with on-boarding and project work when time permits.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Bachelor’s degree (U.S. or equivalent)andFive (5) years of technical support experience and at least one year in a lead role managing a technical support team.

MUST HAVE SKILLS AND/OR LICESNSES REQUIRED TO PERFORM THE JOB:

  • Good communication skills with ability to articulate the technical and functional aspects of a development/production problem to help drive solutions with Engineering teams and senior stakeholders

  • Computer Science concept of Data Structures in practical use cases

  • Problem solving in a production environment, including experience observing patterns, analyzing root cause and suggesting ideas to resolve issues

  • One of the following Structured or Object Oriented programming languages: Java, C, C++, VB, .NET, ASP or Angular etc.

  • One of the following Scripting languages: Shell script, Perl, JavaScript or Python etc.

  • One of the following RDBMS environments: Sybase ASE/IQ, Oracle or DB2

OPTIONAL SKILLS OR QUALIFICATION ( NICE TO HAVE )

  • Experience in the Financial Service Industry

  • Degree in Computer Science

ABOUT GOLDMAN SACHS

The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

© The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.

Job ID2018-46227

Schedule TypeFull Time

LevelAssociate

Function(s)Technology

RegionIndia

DivisionEngineering

Business UnitPrime Services Technology

Employment TypeEmployee