FX Senior Support Analyst recruitment
We are looking for a support member to join the current FX eCommerce Client Support Group (CSG). This is a high-profile role working in a pressurised environment and demands an individual with flexibility, acumen and the ability to assimilate lots of information quickly, with focus on Incident and Problem Management.
This is a critical role requiring a highly motivated and dedicated individual who can provide procedural and technical support to the user base.The role is based on the trading floor and provides an opportunity to gain a strong understanding of several business and technology areas. The depth and breadth of the support offered by this team makes it an excellent environment in which to learn – you will not just be looking after the administration of one application but multiple applications for a business area. The successful candidate has the chance to enhance the newly established FX eCommerce Client Support Group and the responsibilities will grow in ratio with the team.
Responsibilities
Responsibility of the successful applicant will include; ensuring calls are logged, updated and followed up with resolution in a timely manner. Monitoring and runbook updates would also be considered part of BAU for this role.
Other key functions will include:
- Proactively monitoring ITRS/mailboxes and deal with/escalate issues
- Working with the Application Manager on the change process
- Detailed investigation of Incidents and escalation to Problems where necessary
- Liaise with internal groups to keep track of issues
- Working with Application Managers to streamline and automate the admin/technical processes
- Ensure all Incidents/Problems are updated and communicated accordingly
- Document and keep Runbooks/wiki’s updated and associates informed
Requirements
Essential:
Database experience/Sybase/SQL/Oracle
UNIX, Perl, shell scripting
Excellent academic and / or business experience
FX financial markets knowledge
Exposure to Market Data Technologies such Tibco RV, Reuters, Triarch RMDS
Client relationship/service management experience
Proven Front Office experience
Secondary: (must have some of these skills)
FIX Protocol experience
API Onboarding experience
ITIL understanding