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.

**Mission Context**:
**Main Responsibilities**

**Application monitoring responsibilities**
- 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.

**Incidents and Requests management (business users and other IT teams)**
- 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.

**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**
- ITIL certification will be an advantage but not compulsory.
- Interested in Capital Markets domain including FX, fixed income, derivatives and/or equity products.
- **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
- SLA & KPI management, client communication & interaction
- Predictive analysis, consulting, escalation management
- 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.

**Other Requirements**
- Team members are required to participate in weekend/holiday coverage in a rotational basis.