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Trading Technical Support Analyst
7 months ago
Role Overview
In summary, the key responsibility is to manage and maintain the multiple trading platforms, being the first point of contact to support the brokering desks in the APAC region. In order to enhance the functionality of our trading platform, the job also entails working with cross-functional team (e.g. Sales team, Product team etc) to test and launch new/existing projects.
Role Responsibilities
First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve). Responsible for the ongoing maintenance of the platform’s data accuracy including updates when required and pro-active monitoring. Issue logging and tracking of requests via service management tool (ServiceNow). Ensure logging of all incidents into ServiceNow for compliance and management review. Monitor support chats and respond and investigate user queries and issues in a timely manner. Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems. Work with the product management team in raising workflow and system improvements. Expectation of the desire to learn and understand brokered products relating to the Market Administrator’s trading application. Coordinate any internal training requirements relating to the Market Administrator’s trading platform. Support and testing of all new software releases before roll out. Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage. Maintain up-to-date team technical documentation, team procedures and processes. Cross-train other team members of your championed system.Experience / Competencies
Essential
IT literate Basic network tracing Familiarity with system log and xml analysis System administration Data processing MS Office conversant Good attention to detail Confidence to liaise with internal and external customers
Desired
#EFIN #LI-Hybrid
