IT Operations Engineer, End User Computing

A Career with Point72’s Infrastructure Technology Team
As Point72 continues to reimagine the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting and discovering new ways to provide exceptional end user experience while embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our team while satisfying your own intellectual curiosity.

Our Technology Infrastructure Team engineers and operates the foundational technology platforms that power all of Point72’s applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment.

What you’ll do
An IT Operations Engineer Team Lead at Point72 provides a range of services essential for the efficient operation of a client focused technology service model. Our ideal candidate will have demonstrated the ability to provide outstanding customer service and support, as well as the ability to work independently or as part of a global team. They will be energetic and enthusiastic, with an ability to quickly diagnose and resolve issues, provide clear guidance and offer advice with patience and empathy. Our engineers deliver best in class customer service while managing and prioritizing their workload. The ideal candidate will show the eagerness to learn the latest technology while also possessing the aptitude to learn new skills and technology concepts. They will further demonstrate proficiency in voice, mobile technology, Microsoft Windows based systems, as well as the Microsoft Office suite of tools.

• Leading the technology team by setting clear expectations and providing guidance and support.
• Assessing team performance and identifying areas for improvement to enhance productivity and efficiency.
• Coordinating with customers, and other departments to understand project requirements and objectives.
• Defining project goals, timelines, and milestones and ensuring timely delivery.
• Provide hands on technical support and insightful advice to clients
• Focus on providing clients with best-in-class support experiences
• Acknowledge and address all client queries, requirements and needs with patience and empathy
• Provide guidance and training to clients on current technology and corporate policies
• Educate clients on new technologies and processes to enhance technology adoption
• Promote client empowerment through the use self-service portals
• Manage client expectations to enhance the overall technology experience
• Establish and maintain service level relationships with local and off-site technology service providers
• Develop written project plans to manage small and large-scale projects
• Be available to provide rotational, 24x7 on-call support
• Be flexible and available for domestic and international travel
• Quickly diagnose and resolve technology issues
• Provide clients with training and advice on Point72 related technologies and transformations.
• Perform moves, adds and changes as needed
• Utilize Jira Service Management to document and track all Incidents, Problems and Requests
• Provide written documentation, updates and root cause analysis on IT issues to management as required
• Create knowledge-base articles for newly discovered issues.
• Perform daily AM and PM system checks as per documented procedures
• Create and distribute status reports

What’s required
You will be a team lead within a team environment to provide best-in-class technology services to clients across the Firm. The team provides a full range of IT related services, including PCs, laptops, video conferencing solutions, software and mobile devices. You should be inquisitive and have a desire to test your limits with new technologies. You should also possess the following attributes:

• Minimum 5 years of experience in client service, desktop support or technical support role managing a team.
• Bachelor’s degree from an accredited institution with a concentration in Technology, Computer Science or related discipline
• Previous experience supporting investment professionals in the financial industry
• Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest, etc.
• Scripting and automation using tools such as PowerShell, Splunk, etc.
• Ability to troubleshoot and remediate complex issues across the entire Firm, provide Root Cause Analyses (RCA) and make recommendations to mitigate future risk
• Ability to provide best in class customer service and technology support
• Ability to identify issues that need urgent attention, depending on your knowledge of the business impact of the issue
• Ability to maintain composure and focus in a fast paced, high pressure environment
• Ability to work independently, while engaging and supporting the global technology team

We take care of our people

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Health care benefits
• Generous parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Support for employee-led affinity groups representing women, minorities and the LGBT+ community
• Tuition assistance

About Point72
Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about