Single Dealer Platform Support Analyst
Summary:
Based in London, one of the leading financial market places in Europe, you will join the Production Services team (ITEC/PRD/EMA), which manages the service support of its users within the European, Middle-East and Africa branches (3,300 users) of the organisation.
As a permanent staff member, you will support the Alpha Single Dealer platform provided by Société Générale for both internal and external users. Alpha provides Société Générale liquidity and is currently available for FX Spot, FX Forwards, FX Swaps, NDFs, Precious Metals and Money Market assets with other assets planned to be rolled out.
Main responsibilities
Your environment:
Within Société Générale Corporate Investment Banking (SGCIB), the Information Technologies Department (ITEC), provides Information System support. In every SG CIB's presence around 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 African branches.
You will be based alongside your main clients and the production teams.
Your role:
As a support analyst in a very dynamic environment, you will support the Alpha service users of the Investment Banking Division. Your user base is mostly in Europe and consists of Front-office and external Client Support teams.
You will work with distributed support and development teams to provide a global, 24 x 5, service.
Your main responsibilities will be to:
* Ensure the continuity of the business building strong relationships 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.
* 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 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), development teams (support level 3) and 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 and service oriented approach as well as an ability to assist decisions, along to your local senior management.
* Reporting to EMEA head of Forex and 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 Forex products and Forex 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. Understanding of usage of ITRS Geneos is a plus.
General CompetenciesCompetencyDescriptionRequired ?
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).
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