Fixed Income Elek Market Support Analyst recruitment
Based in London, one of the leading financial market place in Europe, you will join the Production Services team (ITEC/PRD/EMA), which manages the service support of its users of the European, Middle-East and Africa branches (3 300 users).
As a contractor, you will support the users of the Investment Banking Division on Fixed Income Electronic market applications in London.
Main responsibilities
Your environment:
Within Société Générale Corporate Investment Banking (SGCIB), the Information Technologies Department (ITEC), in charge of providing other departments with the Information System support. In every SG CIB’s implantation all over the world, ITEC manages high quality and competitive tools respecting technology and cost standards.
Based in London, you will join the Production Services team (ITEC/PRD/EMA), which manages the service support of its users in the European, Middle-East and Africa branches.
You will be sited in trading floor near your main clients (in the Proximity support desk), and will roll week by week in the local Production Services team desk.
Your role:
As a Support Analyst in a very dynamic environment, you will support the users of the Investment Banking Division on Fixed Income. 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 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.
- Manage 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 team (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.
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 Service oriented as well as an ability to assist decisions, along to your local senior management.
- Reporting to Team leader of head of Forex Fixed Income application products.
- N-3 to head of EMEA Application services.
Degree of autonomy
Level of authority
- Member of existing team, in line with ITEC/PRD/EMA organisation.
- High Autonomy required.
- High ability to work in a stressful environment.
Internal external contacts
- Direct contact with business users (front-office, middle office).
- Frequent contact with EMEA peers and Paris peers.
- Frequent contact with local infrastructures teams, and helpdesk team.
- Direct contact with development teams.
Specific context
- The SGCIB IS systems are being re-organised and our local presence is being strengthen.
- Our London teams cover all market activities, from equity linked products to index and Forex, Leasing Financing, MA, etc... Businesses are also in our portfolio of application services.
CANDIDATE PROFILE
Education
Graduate from University degrees and Engineers, with an exposure to Finance, you ideally have a functional knowledge in finance and global markets, more precisely on Fixed Income markets.
Past experience
- 2-3 years experience of support in a financial environment.
- Experience in similar domain or involving client contact will be considered.
Languages
- English: fluent.
- French is a plus.
Technical skills
You have an understanding of Unix Linux, Windows, SQL (Sybase/Oracle)
Knowledge of Java, C++, Scripting, Tibco, Fix messaging and Network are a plus.
Personal abilities
- 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.
- Expect business trip to our branches (Paris and other EMEA possibly).