Fix Client On-boarding

Job Description

Client On-Boarding & Support Analyst is to work with TP ICAP’s client base to on-board new clients and vendors to our trading platforms across multiple business lines. In addition to this, supporting services will be provided to this customer base, once in the production environment.
- Work as part of a team of who are responsible for managing the complete external customer FIX API on-boarding process (e.g. establish customer contacts, coordinate solution requirements, implementation, full client testing and sign off, and live date coordination).
- Provision of First and Second line support for FIX API issues. Hands-on problem management and ownership of client-facing API issues, in-line with the TP ICAP Incident Management policy.
- Incident and problem logging and tracking of technical issues, using ServiceNow.
- Document, maintain, use and share appropriate product, process and procedure documentation and services knowledge.
- Coordinate customer and internal FIX API upgrades, cutovers and new releases.
- Support and testing of all new software releases before roll out.
- Actively monitor client and system connectivity, identifying anomalies and taking the appropriate corrective actions.
- Creation of conformance test packs for new platforms utilising FIX API.
- Work with colleagues and internal IT departments to provide users with status updates as defined in the Service Level Agreement (SLA).
- Ensure that response time and resolution time objectives are met as defined in the SLA.
- Have a clear understanding of the escalation and Major Incident processes.

Person Specification:

- Complete any mandatory training by the required deadlines
- Act with integrity and due skill, care and diligence in carrying out your duties
- Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws.
- Other duties as may be required

Experience and Essential Criteria:

- University degree or Diploma in the field of Computer Science and /or minimum of 2 years of experience in an Application Support / Help Desk role.
- Experience in a Customer Services environment, preferably within Investment Banking organisation
- Experience of Client Relationship Management, establishing and maintaining good working relationship with the TP ICAP client base.
- Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred.
- Professional Qualifications: ITIL v3 foundation, Service Desk Institute SDA or equivalent ITSM qualification.
- Experience of supporting software running on both Windows and Unix/Linux OS’s.

Desirable Criteria:

- Experience with FIX protocol in an Investment Bank or Vendor organisation

Special Job Requirements:

- Participation in an out-of-hours on call rotation.
- Occasional Bank holiday working requirement.

Innovative
- Open to innovative ideas/ experiences and ability to create new ideas, approaches or insights
- Seeks opportunities for improvements
- Handles situations and problems with innovation and creativity

Dynamic & Competitive
- Demonstrates high levels of energy in seeking out and achieving new goals
- Goes that “extra mile”
- Is a self-starter
- Shows evidence of being comfortable working in fast paced or pressured environments
- Enjoys a challenge and is able to escalate
- Does not give up easily

Open & Communicative
- Adapts communication style to suit audience
- Projects personal credibility
- Interacts confidently without being overbearing
- Ability to work effectively in a high pressure environment
- Keeps emotions under control in difficult situations
- Handles criticism constructively

Professional Integrity
- Able to demonstrate honesty, integrity and professionalism
- Promotes loyalty to TP ICAP and its principles
- Works ethically and shows respect for both professional and company values

Effective
- Excellent attention to detail, highly organised with a proactive approach
- Strong analytical ability and problem solving skills

Location

Singapore - 50 Raffles Place - Singapore