1st Line Support - Financial / Banking - Preferred candidates with have previous Financial / Banking experience with some Trading Application Support in a mixed Windows / Linux environment along with some FIX Protocol, Scripting (Python / bash / shell) and some Database / SQL Server experience.
Responsibilities and Duties
- Responsible, along with other operational team members, for the day-to-day running and maintenance of the Trading platforms.
- Providing first line support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating other calls to the appropriate person.
- Maintain a high degree of customer service for all support queries
- Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation
- Maintain security reference data for the admissions/withdrawals/amends/edits of securities across all platforms.
- Maintain and enhance knowledge base and documentation.
- Work with other departments (Compliance, Surveillance, Infrastructure and Sales) to ensure appropriately monitored live operations of all platforms
- Raise and deploy changes to support the day to day running of multiple exchange platforms.
- Compile outage reports for any production outages which occur on the operated platforms once the outage has been rectified
- Ensure processes are streamlined
- Ensure process maps are followed to reduce risk.
- Work with teams internally to streamline and enhance operational tool functionality and capture requirements for future development.
Required Skills/Experience
Essential
- Degree level qualification and/or 3 years of experience
- Proficient with Microsoft Excel and other Microsoft Office products
- Prior experience in operation or technical support role
- Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience
- Confidence to take inbound calls and make outbound calls
- Experience with FIX Protocol
- Exposure to UK and EU equity markets including understanding of trade lifecycle
- Ability to write SQL queries and a strong understanding of relational databases
- Experience using Unix/Linux servers
- Previous use of GIT version control or similar
- Scripting experience e.g. bash/shell, python or similar
Desirable
- Experience with Binary Protocols
- Dashboard creation in Grafana
- Previous experience with Atlassian product suite
- Basic networking concepts and troubleshooting - TCP/UDP, telnet, IP, Ports etc
- Fluent Spanish speaker
Personal Characteristics
- Effective communicator
- Attention to detail, numerate, self-motivated
- Excellent team player, able to work on own initiative
- Interest in financial markets and the requirements to operate effectively in a highly regulated environment