Gresham is a global financial services technology company specialising in enterprise data automation. We help financial institutions ensure that their operational, regulatory and management data is complete, accurate, timely and fully auditable, particularly within complex environments where data is distributed across multiple systems.
Our solutions automate data controls, reconciliations, workflows and exception management, enabling clients to reduce operational risk, strengthen data governance and enhance confidence in reporting across highly regulated environments. Serving both buy-side and sell-side organisations worldwide, Gresham partners with clients to deliver trusted, transparent and resilient data operations.
Job Purpose
The team is responsible for Supporting our On-Premise and Hosted clients, this consists of in-depth investigation/analysis, reproduction and resolution of customer issues which includes advising on workarounds and identifying issues for bug fixing by the development team.
Interacting with clients and colleagues via our service portal, email, telephone for support queries and to ensure accurate and timely information flows.
The APAC EDM Technical Support Lead is part of a global team based in Manchester, Dallas, Sydney and India. On-call support is required on a Rota basis.
The Impact
EDM is a data management platform that acquires, validates and distributes trade, operational, risk, finance and customer data. It creates a single, version of the truth in a consistent, fully audited environment. Firms benefit from greater control, on-going compliance and transparency of their data.
Should we not resolve issues in a timely manner it impacts our clients directly as they are not able to make critical business decisions for their company.
Key Responsibilities
* Lead the APAC EDM Support Team
* Escalation contact for both clients and internal teams
* Join regular managed client calls and ad hoc on-prem client calls
* Provide high quality Product Support to clients via email/phone/screenshares
* Understand, replicate and resolve client enquiries
* 5+ years of experience in technical support or implementation EDM roles.
* Experience working in a high-pressure, client-facing technical roles
* University Degree (2:1)
* Proficiency in SQL
* Experience in database management using MS SQL Server and/or Oracle
* Knowledge of Active Directory, an understanding of XML and an understanding of Amazon Web Services
* Experience working with Asset Management or Data Technology in Support, Business Analysis, Project Management, or as a Scrum Master.
* University Degree equivalent in a relevant field (e.g. Computer Science, Information Technology).
* Strong commercial awareness and an understanding of the financial world and associated technologies.
At Gresham, we are committed to building a diverse and inclusive workforce that reflects the communities we serve. We actively encourage applications from individuals of all backgrounds and are dedicated to providing a workplace where everyone feels valued, respected and supported.
We make employment decisions based on merit, skills and potential, and do not discriminate based on any protected characteristic. We are also committed to making reasonable adjustments throughout the recruitment process and employment lifecycle.
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