E-Trading Support Analyst
Job Description
1. Incident and Client Management
- Resolve trading issues and answer enquiries in relation to futures markets, i.e. order management, order cancellation and reconciliation of positions
- Provide support for all trading applications to internal and external clients used within the company
- Escalate issues to vendors when required and follow up until full resolution
- Escalate customer complaints to appropriate management levels for resolution
- Take ownership on outstanding production tickets and various customers’ enquiries
- Write detailed customer Incident reports
- Track and document all trading related production issues
2. Trading System Management
- Install, maintain, configure and support Electronic Trading Systems and Applications
- Coordinate UAT/upgrades on trading applications
- Notify customers of upcoming production changes
- Pro-active monitoring of the production systems (connectivity, order rejections)
- Manage passwords, logins and IDs.
- Assist the implementation of backup, redundancies and BCP of Trading Systems
- Broadcast outage notifications (email alerts) and provide regular updates
3. Pre-Sales Support
- Work closely with sales team for client onboarding
- Perform product demos and conduct training to clients
- Gather insight on clients’ preferences for trading platforms to target better solutions packaging for future clients
Requirements
1. Education/Experience:
- University graduate or equivalent preferred
- 3 to 5 years experience in financial markets (Derivatives markets)
- Application support of front office applications, or previous experience as broker / trader
- Exposure to one or more of the following trading platforms: Fidessa, Trading Technologies, Patsystems, CQG, Fastfill, SAXO, FX Inside, MT4, Flextrade
- Basic understanding of order life cycle, market data and trade flow
- Basic understanding of Algorithmic Trading, Trading strategies and Exchange Connectivity.
2. Skills/Abilities:
- Attentive to details, accurate and well organized
- Co-operative and willing to assist others
- Excellent verbal and written communication skills
- Able to work under stressful situation
- Analytical thinking and able to deal with multi-cultural and multi-layer of clients
- Fluent in English, as well as Mandarin to deal with Chinese-speaking clients/associates.
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