Marex is a diversified global financial services platform, providing essential liquidity, market access and infrastructure services to clients in the commodities, energy and financial markets.

The Group provides comprehensive coverage across five core services: Market Making, Execution & Clearing, Hedging & Investment Solutions, Price Discovery and Data & Advisory. It has a leading franchise in many major metals, energy and agricultural products, executing around 38 million trades and clearing over 193 million contracts in 2021. The Group provides access to the world\'s major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders. Marex maintains a strong balance sheet with prudent capital and liquidity positions and has an investment grade credit rating.

Marex was established in 2005 but through its subsidiaries can trace its roots in the commodity markets back almost 100 years. Headquartered in London with 29 offices worldwide, the Group has over 1,600 employees across Europe, Asia and the Americas.

For more information visit www.marex.com (http://www.marex.com) Reporting to the Global Head of Service Desk, the Dubai IT Manager is primarily responsible for the day to day running of the Dubai Service Desk, supporting our users and local infrastructure within a fast paced Trading environment. Based in our Dubai office and supported by an IT Analyst, the role focusses on supplying high quality and timely support to maintain and enhance end user technology services. Working with peer IT Managers in other regions and supported by Global Infrastructure and Application teams, the Dubai IT Manager will apply Technology standards within the region and act as the point of contact for Senior local stakeholders to ensure support needs are met. Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights and analytics.

With our Technology area, the Service Desk is responsible for the end user support of the Dubai office and local infrastructure. The Service Desk Team is central to the success of the organisation and works with the global IT teams in Asia, Europe and North America to monitor and maintain services to ensure maximum uptime and service delivery to the business. Responsibilities:

• Responsible for day to day running of the Dubai Service Desk and working closely with London, Asia & US counterparts.
• Ensuring the team accurately log, update and resolve all Incidents, Service requests and Changes in the Service Desk system (JIRA)
• Ensure that tickets assigned to the service desk are dealt with within SLA
• Assist the Head of IT Service Desk with ensuring the team follow the Marex Incident, Service Request, Change and Problem management processes
• Take ownership of project tasks accomplish objectives in a timely fashion
• Ensuring Global standards are implemented and any exception requests managed
• Day to day monitoring of local systems and services
• Assist the Head of IT Service Desk with improvement to the service desk systems and processes
• Management and timely resolution of Service Desk tickets
• Effective escalation of tickets
• Ensure customers are dealt with professionally and efficiently
• Knowledge sharing with other team members through a knowledge base system
• Support of standard Microsoft technologies and onsite infrastructure, with support from offsite Global specialist teams
• Support of the onsite telephony systems, including the Cloud 9 platform
• Ensure technical skills are updated in line with company requirements
• Endeavour to align working practices to ITIL framework where appropriate
• In conjunction with the IT Support Analyst - providing out of hours support to users as per On Call Rota and supporting change/operational initiatives that are required to be actioned out of hours
• Providing support in conjunction with local IT Support Analyst to cover business working patterns, Monday to Friday.
• Working closely with other Technology departments to ensure smooth transition into production of new services.
• Manage and work closely with IT and Advocates on new systems/changes.
• In addition to the above, all members of the Dubai IT team are expected to contribute to key project and maintenance tasks, which can include weekend work.
• Supports the management of relationships with vendors, coordinates renewals and identifies cost/value optimisation initiatives that meet the organisation\'s objectives
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values
• At all times complying with the FCA\'s and Local Regulator Code of Conduct

Competencies, Skills & Experience: