BT Product Specialist in Singapore, Singapore

Key Purpose of Role:

  • Has responsibility as technical lead to deliver projects of varying size and complexity. Is likely supporting several projects at the same time and will input into management as the lead technical resource. Will work with project staff/3rd party installation teams, and may delegate some work to ensure deliverables are met.

  • May be responsible for the implementation of projects within defined financial budgets and deadlines.

  • Must have developed the appropriate communication skills with a sound ability to negotiate internally and externally in client and stakeholder relationships. Will interface with 3rd party suppliers, and assist the Project Manager on the selection of suppliers, negotiating agreements, planning, managing timelines and quality of delivery.

  • To provide high quality 2nd level technical support of BT Unified Trading [UT] portfolio to UT customers, service providers and installation contractors in the location.

  • To be accountable for assigned installation work and to own technical escalated issues relating to that project until resolution.

  • To coach and train BT staff, service providers and installation contractors in the location.

  • To follow regional standards on right first time and quality of service.

  • To provide ad hoc sales support to customers and the BT sales community

Key Responsibilities:

Primary Responsibilities

  • System performance - To identify, follow up and rectify any technical issues (e.g. cases, incidents, problems, faults, errors, alarms etc.) which may occur from time to time on customer systems. This can be done in person and /or through the management of 3rd parties and contractors.

  • Customer focus - To develop long and trusting relationships with customers, ensuring they are always kept informed and updated in a timely manner on any escalated issues.

  • New technology - To study new products and technologies, and to maintain a high level of technical know-how in those areas and to be the lead in those areas.

  • Coaching - To pass on practical and advance technical knowledge to colleagues, service providers and suppliers at every opportunity, through production of quality support documentation and training sessions.

  • Support - To provide quality 2nd line technical expertise and support to customers and service providers.

  • Leadership - To lead support teams which typically comprise of service provider engineers, and colleagues, to tackle and resolve system faults or errors.

  • Standby - To be available to provide remote technical telephone support outside the normal office hours, and on site support for major escalated issues.

  • Customer information - To ensure that all system documentation and databases are updated following any additions or changes on site, in a timely and professional manner, following set quality standards.

  • Processes - Ensure that all appropriate and latest BT global practices, processes and policies are understood and followed.

Secondary Responsibilities

  • Accountability - To have accountability UT portfolio product deployments of varying degrees of complexity and risk.

  • Customer Training - To ensure training of customer end users and administration staff is carried out to quality standards.

  • Leadership - To lead the installation team which typically comprise of service provider engineers and installation subcontractors to successfully deliver projects.

  • Handover - To ensure that technical project documentation are produced and provided (Inc. order completion, site documentation etc.) to relevant internal and external parties is completed in a timely and professional manner following set quality guidelines.

  • To assist the delivery team for projects that will typically involve a significant element of risk, and require ability to use and adapt recognised project management methods and processes, depending on the elements of the risk profile and governance needs.

  • To assist the delivery team to deliver projects to meet contractually agreed obligations and / or service levels whilst ensuring quality of delivery within defined financial budgets, while maintaining and developing high levels of customer satisfaction.

  • To technically coach / mentor and guide subcontractors and service providers during the delivery of projects.

Skills/Experience:

  • Minimum 5 years BT Integrated Trading System technical support (Tier 2) and Voice Recording technical support (tier 2), mainly in financial services environments.

  • Compliance voice recording certification is a must [NICE, Verint-Verba, RedBox].

  • Experienced in commissioning large scale recording systems and Trader Voice systems, preferably in the financial services environment.

  • Experience in supporting Turret and Cisco IP Phones is a must.

  • Experience in supporting demanding front office banking environment.

  • Good knowledge in Microsoft Windows and Linux Operating System.

  • Good knowledge in Microsoft SQL Server and MySQL database.

  • Good knowledge of Cisco Data & Voice. CCNA certification will be an add advantage.

  • Good knowledge in Virtual Machine [VMware].

  • Ability to have the robust/difficult conversations with customers, third party suppliers and stakeholders.

  • Ability to communicate effectively with customers and partners from varied cultural backgrounds.

  • Ability to work under pressure, sometimes for long unsocial hours.

  • A good team player with tactful communication skills.

  • Highly competent spoken and written English, and one or more Asian Will have had experience of installing and commissioning voice recording and Trader Voice system projects, management of installation timeframes, working within budget , and management of resources (including third party suppliers).

  • Good level of business and commercial acumen.

Job: IT, Systems and Security

Title: Product Specialist

Location: South East Asia-Singapore-Singapore

Requisition ID: 88841