Production Support and Customer Integration

**Job Purpose Summary**:
The Production Support Team is responsible for the health of the MarketAxess Trading System. The team ensures that all systems are operational and that all customers are able to connect to our services. Amongst other activities the support team is in charge of monitoring, batch scheduling, API connectivity, problem identification and incident management.

The production support team services internal and external clients. They act as a 2nd line support team and thus must maintain relationships with key 1st and 3rdline teams. Including Client Services, Infrastructure, Development, Business Analysis, Customer Integration and Product Management. As a result team members must have both a high level of technical expertise as well as being highly competent in client facing activities.

Work with external clients to integrate their systems to the MKTX trading platform with strong technical skills and a local language desirable (Mandarin/Cantonese) to support the North Asian business. Responsibilities include day-to-day technical support, systems integration as needed by internal and external business users.

**Description/Purpose of the Role**

**Key Responsibilities & Accountabilities**:
**Customer Issue Management**
- To ensure all support issues are tracked in the ticketing system
- To identify, prioritise and track key client issues in line with our SLA.

**Support processes**
- Review support processes as related to operational and business needs
- Identify where processes can be improved via operational or technical improvements.
- Champion / Sell the need for operational improvements internally to ensure that resources are available
- Track deliverables and progress. Communicate these to management. Ensuring tasks are completed in reasonable time

**Monitoring**
- Ensure that common issues and failure points are well documented with accurate instructions on how to troubleshoot/address these issues prior to escalation to level 3 support teams
- Ensure entire team is well trained on any new information gathered and added to monitoring

**Information Management**
- Ensure all information regarding customer setup and connectivity is recorded and readily available for support purposes
- Ensure an accurate knowledge base is maintained to facilitate support. Decide on the most appropriate medium for support purposes
- Ensure technical contact information is maintained
- Ensure Notifications are targeted and accurate and that an appropriate level of relationship management is undertaken with key technical contacts at Clients and Dealers

**Integration**
- Help new and existing institutional clients and broker-dealers with the implementation/integration of MarketAxess and TRAX-provided APIs for various STP features.
- Support API integration for various fixed income products - US Investment Grade, Emerging Markets, High Yield, US Agencies, Asset Backed Securities and Credit Default Swaps.
- Work with business analysts, quality assurance teams and developers to design and implement features with client requirements/needs in mind
- Continue to build and foster relationships with dealer and client IT teams, engaging them in the design and development of new products/features/services etc.
- Occasionally, build tools and test harnesses to support the ongoing integration of clients and dealers with the MarketAxess system.

**General Support Responsibilities Include**:

- Provide cover to the Live and Test trading systems, ensuring smooth running of trading system servers and services
- Form part of the Global support roster to assist in our follow the sun model. Participate in weekend support rosters
- Provide 2nd line support services for client services and account management teams
- Support external users of the API interfaces
- Provide networking and connectivity support
- Monitoring system servers and ensuring appropriate monitoring is in place
- Raise and track issues through the use of the helpdesk ticketing mechanism
- Answer the Production Support hotline in a professional manner
- Participate in global support meetings as requested

**Person Specification**:
**Knowledge/Experience**
- Experience of managing staff required
- Demonstrate experience in a combined managerial and technical role
- Prior experience in Application / Production Support required
- Knowledge of FIX is required
- Fixed Income products, order and trade flow and Ecommerce platforms would be beneficial
- Configuration and management of vendor or bespoke monitoring toolsets
- Ability to resolve problems and incidents across multiple technology areas
- Proven thought leadership in process automation with demonstrable implementation skills
- ITIL knowledge desirable
- Financial experience preferred
- UNIX, SQL, XML, FIX and Scripting Language a must
- Emphasis on FIX, Oracle and Linux
- Good understanding of networking fundamentals. Understanding of LAN & WAN topologies & protocols desirable
- Good understanding of cloud