Associate Business Analyst, Support (Hong Kong) recruitment
Company Profile
Founded in 1997, Calypso Technology is a leading global application software provider for the capital markets industry, delivering an integrated suite of trading, risk and processing applications within many of the premier financial institutions including banks, asset managers, hedge funds, and other companies participating in the world’s financial markets. Its innovative platform is the industry’s first integrated application suite with the ability to support the trading, risk management, and processing of various financial products such as Interest Rate, Credit, Foreign Exchange, Commodity and Equity and their derivatives.
With strategically based offices in global financial centers in San Francisco (headquarters), New York, London, Paris, Frankfurt, Copenhagen, Moscow, Johannesburg, Sydney, Tokyo, Singapore, Hong Kong, Beijing, Mumbai and Chennai, our 500+ employees include some of the best talent from the capital markets and technology industries. Our global presence offers international exposure, experience and travel for many of our employment positions.
Calypso Technology's clients are industry innovators and leaders — from 8 of the world’s top 10 banks to regional and local banks, and the world’s largest asset managers, leading hedge funds, and insurance companies. With over 110+ customers and 18,000+ users around the world, we are extremely proud of the relationships we have developed. A partial list of our clients can be found here: www.calypso.com/customers/ With a world-class team of professionals who share a passion to succeed, Calypso places a high value on providing equal employment opportunities and maintaining a diverse workforce.
We invite you to explore the Calypso website and discover how our organization can help you to navigate your journey in finding a rewarding career and achieving your own personal and professional goals.
Job Description Overview
Calypso Technology is seeking a Financial Software Product Support Analyst to provide Applications Support to our clients. The Associate Business Analyst’s daily task is to acquire required skills set, address and resolve product issues related to the installation, use, maintenance, and upgrade of Calypso products. The Product Support Analyst also provides advice on the configuration and use of Calypso products. The product support analyst works with customers, partners, and internal groups including engineering, quality assurance, product management, professional services. This position affords a unique opportunity to acquire or enhance existing capital markets knowledge including a front-to-back, cross-asset view of the capital markets.
Responsibilities:
- Analyze the code to come up with possible scenarios under which the client maybe facing the problem and work towards identifying the source of the problem
- Work closely with Business Analysts to analyze and investigate bugs to identify root cause
- Write test programs when required, in order to simulate the issue being faced by clients
- Work directly with clients and resolve API-related issues
- Responsible for mentoring new TA recruits
Skills Requirements:
- Work collaboratively with case creators (customers, partners, and professional services) to resolve product issues they reported.
- Work collaboratively with suppliers including product management, engineering, quality assurance, professional services, and other members of the product support organization to provide resolutions to reported problems.
- Confirm submitted product support cases contain the information required to work starts.
Understand, analyze, and replicate product issues. - Provide known resolutions and/ or advice to customers, professional services, and partners.
- Request product fixes from engineering.
- Create, test, and deliver hotfixes.
- Maintain subject matter expertise in one or more asset class(es) and associated market trends by monitoring current industry research publications.
- Participate in the creation of new tools or new processes to improve customer satisfaction, or improve product support effectiveness/efficiency.
- Ensure assigned product support cases are moving as quickly as possible through the product support process flow and escalate issues to product support management when necessary.
- Mentor new Product Support team members.
- Work on special projects as assigned.
Required:
- B.S - Master in Business/Finance or Technical field
- A solid understanding of financial products like fixed income securities, foreign exchange, or derivatives.
- A strong Mathematical or Analytical Background
- Ability to work with minimal supervision, be a fast learner, self-motivated, team player and collaborator with strong problem solving skills
Good oral and written communication skills are essential - Knowledge of Object Oriented Programming is a plus
Success Measures:
- Direct customer feedback
- Overall Customer satisfaction and referencibility as measured by periodic survey
- Customer support satisfaction (overall performance, communication of problem status) as measured by transactional surveys
- Internal Operational metrics
- Open HD Calls (Backlog)
- Throughput (Productivity)
Calypso Technology is an equal opportunity employee (EOE) and strongly supports diversity in the workforce.