Ensure quality and optimized delivery of our support services for a portfolio of clients, in line with our contractual obligations and by applying our award-winning Murex support methodologies:

• Organize the support activities for your clients, define and optimize staffing requirements
• Ensure availability of suitable support structures at Murex and at the clients
• Monitor and improve key performance indicators related to the quality of the service or the instance
• Act a project coordinator for the delivery of change requests raised by your clients

2. Build strategic partnership with client support organization

Grow as a strategic trusted and valued partner of your portfolio of clients:

• Develop a mutually beneficial long-term partnership between Murex and the client support organization
• Advise clients on how to efficiently support Murex and leverage its usage
• Create adequate communication and streamlined processes between Murex and client support teams
• Monitor and improve client satisfaction while controlling support cost
• Collaborate with the Murex Client Manager to identify and pursue opportunities to expand usage of the Murex Solution at your clients

3. Develop the Murex production support practice

As an active member of the Production Management Domain, you play a part in shaping the Murex production support practice:

• Lead, or contribute to, global initiatives aimed at improving the processes or tools used in delivering support services
• Train and coach support coordinators on best practices, and leverage your expertise and experience to help them develop their skills and meet their business objectives

To be successful in this role, you should possess:

• Excellent communication (both verbal and written) and presentation skills
• Strong stakeholder and change management skills to manage complex client relationships
• Leverage collective intelligence with a strong commitment to align different opinions and lead with excellence
• Ability to demonstrate long-term thinking for value creation over short-term solutioning
• Ability to prioritize and multi-task in a fast-paced environment
• Experience and knowledge in Murex or Capital Markets platforms is a plus
• Experience in supporting mission critical IT platforms in a managerial capacity is a plus