Role Description:
The individual will be responsible in providing technical support to front office Equities Derivatives and OMS trading applications, as part of our EDG team based in EMEA. Key roles and responsibilities include:
- Provide interface between business and technology units.
- Follow/use tools and processes to investigate business impacting trading issues.
- Identify & resolve all functional, logical and data related issues with a focus on execution quality.
- Triage and troubleshoot/resolve issues as they arise and escalate to Level 2 and/or other technology teams if required. Keep management updated
- Manage and resolve Major Incidents with focus to mitigate business impact and avoid repeat
- Drive automation and efficiency through continuous improvement of manual processes.
- Start of business & ongoing system/application health checks & monitoring
- Over time additional responsibilities and app remit to be added and the candidate will be trained accordingly
Incident Resolution:
- Acts as the first point of support for application incidents
- Builds a strong relationship with the Application Development Team
- Receives and logs calls from clients using appropriate processes, procedures and technology
- Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
- Highlight functionality issues to developers
- Assists in the translation of solutions into technical requirements
- Develops and utilizes appropriate tools to perform work
- Raise defect reports to the development team for code amendment
- Maintains a knowledge base of known defects and issues, process, techniques
Client Relationship Management:
- Clearly understand client's business he or she is responsible for and recommends, provide, and supports application service that best fit client's current and future needs
- Communicates status with end users at all times
Continuous Improvement:
- Contributes to continuous improvement
- Proactively supports knowledge sharing
- Is responsible for tracking change requests and high severity incidents in accordance with defined service levels
Advanced Application functions:
- Report fixing/custom report generating
- Advanced user configuration options
- Support and use of advanced application functions at request of users
General:
- Participation in rotation to ensure adequate coverage across all desks. Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri.
Provide support critical to business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests. There will be some on-call support on Sunday every 4-5 weeks. Candidate will also be expected to support on Bank Holidays on a rotation basis.
The Team:
The EMEA EDG PM team is responsible for providing end-to-end support to all Equities Derivatives and OMS applications. The team supports a fast-growing derivatives business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firm's revenue generating abilities. An effective teammate commonly exhibits the following behaviours:
- The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
- An independent sense of motivation to continuously improve themselves and their environment
- An intuitive problem-solving ability which leads to solution alternatives that reflect the team member's diverse foundation of knowledge, skills and experiences
- The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents under significant pressure from multiple stakeholders
- Proactive knowledge sharing and cross training with global team members and our partners in business and development groups
Excellent organizational and communication skills with strict attention to detail to properly report and track application defects and enhancement requests
Core Skills:
- Equities Derivatives Support experience
- Knowledge of Equity derivatives risk and pnl terms and the mainstream products in use.
- Strong technical knowledge in any of the following; Unix/Linux; Perl, Shell scripting, Python, Infrastructure.
- Experience in Monitoring & Alerting, and Job Scheduling systems.
- Confidence when dealing with internal user base (Sales & Trading)
- Client relationship/service management experience
- Strong understanding of ITIL
Personal Attributes Required
- Proactive, able to multi-task and work on own initiative
- The ability to work in a high-pressure environment
- Strong time management skills
- Understanding the needs, requirements, and the pressures the users are under
- Able to prioritize continually to ensure that service levels are adhered to
- Excellent verbal/written communication skills
- Problem solving skills both technical and business related.
- Ability to work as part of a team.
Desirable Skills
- Knowledge of Derivative Trading and understanding of common Risk and PnL terms.
- Experience of working on a Trading Floor with Traders.