Senior - Application Support Analyst

The Department and position

Global IT department (GIT) brings together all the IT departments in charge of developing and running the IT system and technological infrastructure.

Global IT has a worldwide presence in Europe and Africa, Asia-Pacific and Middle East, America with more than 3500 persons.

The position is within the Capital Markets IT (CMI) division which manages information systems for capital markets activities which includes Front Office (FO) booking platforms, Sales , Risk Management (RM) control and regulatory reporting systems, financial product and contract valuation systems, and much more.

"Run the bank" is the first mission of IT department. It involves many front line IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems.They are continuously working with business users, infrastructure engineer and system managers.

CMI teams are mainly located in Paris, London, New-York, Hong-Kong, India, Singapore and Montreal. Current position is based in Singapore and the successful candidate will be able to work in an international context with distributed engineering teams striving for highest quality architecture and design.

Mission Context:

The position is as functional/technical support eSales, to help the Front Office Sales and Middle Office in their usage of the Bank's Sales Workflow applications. The applications you will support relate to revenue-generating activities and sales-trading interactions of the Sales Desk.

Main Responsibilities

Application monitoring responsibilities

• Define and implement in coordination with the application build teams the needed application monitoring.

• Manage end-user requests on application-related topics that require investigations and follow up with various teams to trace the root cause.

• Supervise and monitor daily and monthly chains by working closely with project, infrastructure and production teams.

• Support daily batches to their completion, ensure problems are swiftly analyzed and resolved to minimize delays.

• Managing the application's key performance indicators and issue weekly and monthly reporting with the aim of improving operational efficiencies.

Incidents and Requests management (business users and other IT teams)

• Provide level 1 and level 2 application support to business users (Sales, Middle-office and Back-office are main consumers of Sales applications)

• Own and manage application Incidents to their completion, provide analysis and judgement to involve relevant teams to ensure incidents are resolved swiftly to minimize impact to business.

• Manage the Requests from business users and ensure they are resolved. This function includes managing the backlog of requests of the team.

• Ensure incident and requests tickets are properly described with the key information.

Problem management and continuous improvement

• Ensure incidents have proper Problem management process to identify the root-cause and track post-incident follow-ups.

• Collaborate with build team to assess the priority of the problem and follow-up the resolution, even contributing ideas for a long term solution.

• Provide non-functional requirement to the build team to implement monitoring as code whenever available.

• Prepare and maintain knowledge base for each of the applications in the scope of the team in coordination with the build team.

Providing functional and technical help around the relevant systems to users worldwide by (not exhaustive)

• Ensure correct calculation of Volume Credit and Markup

• Ensure platforms admin in relation with system providers, both internal and external.

• Dealing with STP (straight through processing) issues.

• Work within the 24x7 'follow the sun' set up.

• Conform to all internal policies and procedures.

• Manage customer relations when dealing directly with both internal and external users of the systems.

• Assist members of team (business or technical analysts)

Qualifications and Profile

This role requires requires a pro-active mindset in security, incident preventive measures, productivity and global improvement of the quality of service. The candidate must have a strong appetite in capital markets functional business.

• Senior level, with minimum 5 years of industry working experience, preferable in financial/banking industry, in the support and/or development of applications.

• ITIL certification will be an advantage but not compulsory.

• Interested in Capital Markets domain including FX, fixed income, derivatives and/or equity products.

• Understanding of broker and clearing platforms (e.g Tradeweb, Murex, DTCC, LCH/JSCC etc) and common financial markets applications (e.g Bloomberg, Reuters, etc)

• Knowledge of common monitoring solutions (E.g ITRS Geneos, Qokpit, Elastic, Splunk, Datadog etc)

• Technical proficiency in common languages is preferable (e.g SQL, Java, Python, Unix/Windows commands)

• Proactive, independent and proven ability to work under tight target and pressure

• Proven experience in technical proficiency with skills in SQL

• High level of proficiency in unix/linux scripting

• Should be able to do

o SLA & KPI management, client communication & interaction

o Predictive analysis, consulting, escalation management

o Risk analysis and project execution

• Appetite for continuous improvement and automation

• Knowledge in XML, PL/SQL, MQ, CFT and Control-M is a plus

• Strong perseverance and diligence towards attaining goals and effective time management.

The candidate should have analytical and problem solving skills, a pro-active mind-set in security, proven ability to work individually under pressure. Team player with good interpersonal skills. Excellent written and verbal communication skills.

All candidates, but particularly seniors, will be held to high a standard when it comes to communication, both oral and written. You should have good expository style, be able to explain yourself clearly and concisely, especially when the subject is technical and complex. It goes without saying that your English must be extremely fluent.

Other Requirements

• Team members are required to participate in weekend/holiday coverage in a rotational basis.