Software support manager job description

Troubleshoot and resolve software issues ensuring customer satisfaction with every interaction while leading a team of Tier II team members to do the same. Our goal is to accurately close cases as expeditiously as possible, while providing future documentation and step by step instructions for other Tier team members to ensure they can consistently support and close future instances of similar cases. Tier 3 Support will work with engineering teams, implementation teams, customer service representatives, and customers on an extensive basis. The ideal candidate will have customer service experience combined with a strong technical capability.
Responsibilities include:
• Primary responsibility to troubleshoot and resolve software issues. Act as primary escalation for issues escalating to engineering. Case resolution must be accurate, timely, and ensure customer satisfaction.
• Act as liaison for application and database issues between customers and developers. Apply existing knowledge of programming, databases, and operating systems to research and provide direction and/or resolution for application, database or technical problems as identified in a case.
• Work with level 3 product support to acquire product patches and new standard versions for delivery to customers.
• Software Installation and Maintenance bug fixes and upgrades for Customer Hosted locations. Many of these requirements will be provided onsite at our Customer’s location.
• Provide courteous assistance and technical support to Customers via phone/email/web, to resolve issues related to the installation, functionality, and usage of our Products.
• Maintain an accurate record of activities using CRM software, ensuring detailed and accurate entries.
• Meets established efficiency and effectiveness standards regarding customer service factors
• Participate and lead in 7 X 24 on call rotation for SEV 1 issues and outages.

Requirements:
• BS Computer Science and 5-10 years of relevant experience
• The ideal candidate will have a strong customer service background with the ability to present information effectively; possess a professional and friendly phone manner.
• Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
• All applicants must be currently authorized to work in the United States.

Demonstrable proficiency in each of the following:
• Microsoft SQL Server
• MSSQL (Stored Procedures, Ad Hoc queries using ISQL, EM)
• TCP/IP (DNS, UDP/TCP, ARP)
• VM Ware or VirtualPC
• Remote Connection Software (Checkpoint, Cisco, PC-Anywhere)
• Salesforce.com or equivalent CRM

Leading the future in luxury electric and mobility
At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design - where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design - where every decision we make is in service of the individual and environment. Because when you are longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

We are currently seeking Android Developer, Software Manager, for Infotainment systems. This position requires an experienced professional with a background in development of Android systems. Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. Candidates will be expected to demonstrate excellence in their respective fields, to possess the ability to learn quickly and to strive for perfection within a fast-paced environment.
ResponsibilitiesYou will be leading software engineering teams building best-in-class cabin experience information and entertainment systems.Lead and grow a talented team of Android software developers and controls engineers within the software organization.Ensure teams deliver high quality production code that is safe, well architected, fast, reliable, and testable Work with other engineering managers and technical Leads to set and communicate technical direction and product strategies while anticipating strategic and scaling challenges.Work with other engineering managers to ensure reliable and up-to-date documentation Work with your team, technical program managers and external stakeholders to plan, prioritize and execute against an engineering roadmap
Minimum RequirementsExperience leading software projects, guiding software engineers, implementing process, setting and achieving goals.Experience in Android app development, and proven industry experience of shipping Android software products.
Preferred QualificationsExperience in automotive infotainment systems.Passion for user interactions and doing so with excellence.Desire and willingness to constantly learn new knowledge and skills.Ability to communicate technical ideas clearly and effectively.
EducationBS Computer Science or related Engineering degree.
At Lucid, we don't just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

Notice regarding COVID-19 protocols
At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus all new Lucid employees, whose job will be based in the United States may or may not be required to provide original documentation confirming status as having received the prescribed inoculation (doses). Vaccination requirements are dependent upon location and position, please refer to the job description for more details.

Individuals in positions requiring vaccinations may seek a medical and/or religious exemption from this requirement and may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team.

To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.

Who We Are?

For over 235 years, Bank of New York Mellon (BNY Mellon) has been at the center of the global financial markets, providing the world's leading institutions the tools, capabilities, and services to be distinctive investors. BNY Mellon has approximately $16.5 billion in revenues and a 23% return on tangible common equity.

BNY Mellon is a leader in the world of investment services and investment management, and our businesses support the full range of stakeholders of the financial system including:

* Managing the custody of approximately $37 trillion financial assets of the world's leading institutional investors, hedge funds, sovereign wealth funds, and corporates
* Investing approximately $2 trillion as one of the largest global asset managers across a wide range of asset classes
* Providing collateral, liquidity, and funding for the world's largest banks through our markets franchise
* Serving family offices and high net worth individuals through our wealth management franchise
* Providing a full suite of solutions to advisors, broker-dealers, family offices, hedge and '40 Act fund managers, registered investment advisor firms and wealth managers
* Advising large global corporations on a range of trust and other solutions
* Providing integrated managed data services to asset managers

What We Do:

Execution Services - Capital Markets

Execution Services is a trading organization providing execution and other trading services to internal asset management clients, with more than $650B in AUM. We are looking to externalize this offering by building an Outsourced Trading business to support external clients. The Technology team works closely with the Execution Services trading and quant research teams to develop industry-leading trading technology as we continue to evolve our business, infrastructure, and processes.

Role Overview:

This is an opportunity for an experienced Principal Software, Application delivery and Support to get involved from the ground-up, as we design, architect, and build a state-of-the-art platform to empower extensive reporting capabilities, research, and real-time analytics, in support of our new global, multi-asset trading organization.

Role-Specific Responsibilities:

* Play a key role in the design, architecture, and configuration of:
* Trading platform (OMS/EMS)
* Reporting platform and service

* Support front office traders with production related queries and issues
* Assist with new client onboarding in both OMS as well as EMS space
* Monitor and review current alerting framework for file transfers
* Design and build solutions for production support tools
* Implement workflow tools and automation to mitigate risks associated with trade execution.
* Programming well-designed, testable, secure, and efficient code.

Required Qualifications:

* Bachelor's degree in computer science, engineering, statistics or related discipline OR equivalent work experience is required.
* Advanced degree is preferred 10-12 years of experience in a systems SCM environment.
* Seven to Nine (10-12) years of experience in software development is required.
* Experience with Equities, Derivatives, Futures, FX, and/or Fixed Income trading, analytics, and reporting.
* Broad experience with front-end and server-side, multi-platform development tools and toolkits, especially open-source software.
* Experience in the securities or financial services industry is a plus..

Preferred Skills:

* Understanding of financial engineering and mathematical finance concepts.
* Experience in PostgreSQL, Redis and other DB solutions.
* Experience building ETL data pipelines.
* Deep understanding of REST, gRPC and other API-related frameworks, concepts, and tools.
* Web-based UX design experience. .NET, JavaScript, Angular, and React experience preferred.
* Containerization frameworks experience, such as Docker.
* Automation frameworks experience, such as Airflow.
* Knowledge of agile development methodologies, coding best practices, and ITID change management standards.

Principal, Software Configuration, Application Delivery, and Support -

Acts as SCM technical expert, responsible for defining the overall technical direction of the SCM department. Defines SCM plans and scripts/programs for the most complex configurations. Standardizes the use of tools, technology and/or business expertise in relationship to SCM approaches. Assists in defining standards, processes and procedures for the use of technology within the department. Defines and approves the process for metrics collection and analysis across all applications. Analyzes data and produces progress reports for strategic projects. Makes recommendations to improve efficiencies and outcomes. Interacts directly with clients and upper management regarding project activities. Contributes to the achievement of Software Configuration/Release Management objectives.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.