12 Service Desk jobs in the Philippines

Who we are:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 2,800+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general.SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined effort of our brands to provide an industry-leading, full, front-to-back offering for our clients, with SimCorp as the overarching company brand and Axioma as a key product brand.

As a global provider of Software-as-a-Service (SaaS) investment management solutions, SimCorp supports clients 24/7 through delivery centers around the world. Our Global Delivery Centers are located in Manila in the Philippines, Noida in India, Kyiv in Ukraine, Warsaw in Poland, and in Mexico City, Mexico.Our platform and ecosystem, which comprises partners, services, and third-party connectivity, empowers us to provide 40 percent of the world’s top 100 financial companies with the efficiency and flexibility needed to succeed.

SimCorp provides clients with a full front-to-back-offering, whether through a SaaS (software as a service) platform or as an on-premise solution. Globally, we assist clients, ranging from central banks and sovereign wealth funds, to pension and insurance funds, asset managers, fund managers, asset servicers, and wealth managers. Platform leadership, SaaS acceleration, and Ecosystem scaling are the 3 growth levers of SimCorp 2025 strategy, and PaaS Operations is part of this transformation journey by delivering quality in client services through a reliable, predictable, cost-effective operations service. As a platform and technology operations team, we also aspire to implement acceleration in standard processes to assist in the growth and efficiency of SimCorp’s SaaS business.

SimCorp is an equal opportunity employer. We are committed to building a culture where diverse perspectives and knowledge are integrated in our everyday work. We believe in the continual growth and development of our employees, so that we can provide high-quality solutions to our clients. While doing the best deliver client value, we believe it is vital to consider our people and our planet in every business decision we make. Acting responsibly is not optional. It is essential.

Why this is important to us:

You will be part of our highly effective Global First Line Support team for Axioma. You will work with colleagues of the team and with Global Support and Service Delivery Consultants as well as Developers from other departments who participate in the daily responsibilities supporting our clients.

What you will be responsible for

You will be the first point of contact for our clients seeking support in their daily operations and you will be part of delivering high-quality support to them.

• Be the “face of SimCorp Support” for our clients leveraging Axioma Risk, a Multi Asset Class, Software as a Service (SaaS) platform. Contact is mainly made via our support emails and portal, although screen sharing sessions are accommodated as requested.
• Primarily assist customers with operational issues for Axioma’s SaaS platform; questions will surround a diverse set of topics ranging from technology support (platform performance and batch submissions) to data related questions (asset coverage and data validation).
• Secondarily assist customers by providing existing solutions to quantitative analytics requests that are documented in a knowledge bank; queries beyond knowledge bank will be escalated to Customer Support Consultant team.
• Communicate and articulate replies and resolutions to clients in a professional manner adhering to SLAs and SLEs.
• Escalate and handle enquiries that require input from Product Engineering (Cloud Operations, Market Data Services). Dispatch and reassign enquiries requiring next level support to Customer Support Consultant team (quantitative finance enquiries).
• Be collaborative; work together with Service Delivery Consultants to provide customers with resolutions; teamwork is one of the primary keys to productive outcomes.

What we Value

• Either a Finance or Computer Science/IT degree is needed; possessing both adds value.
• Prior experience in Finance or Computer Science/IT is preferred, with both offering additional value.
• Prior experience in a client-facing role from customer/technical/application support, but servicing clients instead of internal users.
• Experience in Salesforce ticketing system (ServiceNow, Jira, or any ITSM tool) and applications like Citrix, Azure, and Databases (Oracle, SQL). Experience with coding languages like Python or Web APIs (leveraging JSON) would be helpful.
• Proficient in IT and able to review, prioritize, and solve problems in a service driven organization.
• Well organized, methodical, and adapted to routine tasks at the workplace. Teamwork will be pivotal.
• A solid teamwork attitude with motivational skills accompanied by prior experience in client support service role is a good addition.
• Capable time management skills with the ability to work during tight deadlines.
• Very good written and verbal communication skills in English (phone and face-to-face).
• Familiarity with MS Office tools, e.g., Word, Excel, PowerPoint.
• Flexibility to work on duty on weekends or public holidays.
• Flexibility to work shifts spanning a 24 hour support schedule; Americas, EMEA (Europe, Middle East, Africa) and APAC (Asia Pacific, Asia Central) shifts.

Other requirements:

• APAC EMEA, NA shift hours. Candidates will be assigned according to their preference (May change depending on business needs)
• Hybrid working arrangement (2x a week in office)

Next Steps:

Please click the “Apply” button to learn more about the vacancy and what SimCorp has to offer regarding salary, benefits, and perks. Please note only applications sent through our system will be processed. Applications are continuously assessed, so please send your CV in English as soon as possible.

Should you be keen to join SimCorp and are deliberating on whether this role aligns with your skills, please send us your resume regardless. SimCorp is on an growth journey, and our Talent Acquisition Team is ready to assist you discover the right role for you. The approximate time to consider your CV is three weeks.

We are continually improving our talent acquisition process and aim to make everyone’s experience positive and valuable. Therefore, during the process we will ask you to provide your feedback, which is highly appreciated.

By Joining our team, you will have the chance to:

• Become part of a thriving company comprising collaborative, curious, courageous, and capable employees
• Explore a multitude of enriching learning and development opportunities, supported by our notable learning guild
• Engage with highly skilled and welcoming colleagues, each bringing their diverse backgrounds and perspectives
• Join a company that not only values but actively advocates for Diversity, Equity, and Inclusion, promoting a truly inclusive and empowering environment

**SimCorp proudly announces the official certification of its Manila Delivery Center as a Great Place To Work, a remarkable achievement within just two and a half years of operations. This certification, which was acquired in November 2023, underscores SimCorp's commitment to a workplace that is not only inclusive and collaborative but also to the personal and professional growth of its employees

**We are also honored to have been voted as a WealthTech100 company for three consecutive years. The new WealthTech100 list aims to highlight tech innovation leaders in the investment management industry.**

#LI-Hybrid