Fixed Income Electronic Market Support Analyst
RESPONSIBILITIES
As a Support Analyst in a very dynamic environment, you will support the users of the Investment Banking Division on Fixed Income electronic market applications. Your user base is mostly in London and consists of Front-office and external Client Support team.
Among the ongoing support of the trading cycle, your main responsibilities will be to:
*Ensure the continuity of the business by building a strong relationship with the local helpdesk-support team, the infrastructure teams, and the other PRD teams in EMEA.
*Guarantee a high level of service quality by industrialising the different processes and participating to the local and global projects and by communicating about it.
*Have direct contact with external Client Technical Support when required.
*Make available the knowledge of the local activity by promoting and updating specific documentation.
*Take part to transversal initiatives across ITEC/PRD/EMA
*Identify improvement axis and lead/propose transformation of existing processes both for the business or our production services activities.
The assignment in a nutshell:
*Support the trading business, maintaining daily contact with Front Office users. Monitoring of the servers dedicated to the Fixed Income electronic market.
*User training: Ensure knowledge of traders and sales is up to date.
*Management of all incidents raised by the users or external Client Support team up to their resolution.
*Analyze the incidents thoroughly (logs analysis, etc…).
*Escalate the incidents to appropriate support teams (support level 2) as member of the Proximity team and development team (support level 3) as member of the local Production Services team when required. Liaise with relevant IT teams regarding new functional and technical enhancements.
PERSONAL ABILITIES
*Your good analytical skills and ability to summarize key messages, your good communication skills, your adaptability and self control will enable you to succeed in your support mission!
*It is also very important to have a client-driven approach, to be service oriented and to possess an ability to assist decisions, along with your local senior management.
*2-3 years experience of support in a financial environment.
*Experience in similar domain or involving client contact will be considered.
*Understanding of Unix Linux, Windows, SQL (Sybase/Oracle) and knowledge of Java, C++, Scripting, Tibco, Fix messaging and Network are a plus.
*Ability to prioritise and influence.
*"Problem solving" mindset and solution-enabler capacities.
*Very reactive, be able to work with users and solve their problems quickly under stressful situations.
*Ability to lead by example.
*Understanding of operational risk assessment.
*Support the users in every encountered problem.
*Good communication; speaking as well as in writing.
If you are interested in this position, please contact Charlotte Allen on charlotte.allen@sgcib.com
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