Description
Day-to-day Responsibilities:
- Incident and Problem Management
- Manage/Own P1/P2 incidents and problems end to end
- Communicates with internal users and management over incidents and post-mortems
- Ensures all support issues are correctly logged in the Bank incident management system with relevant details (downtime, slowness etc..) and ownership of their resolution
- Diagnoses issues: establishes their root case.
- Initiates task force over critical incidents
- Liaises with upstream and downstream systems support teams as appropriate
- Application Monitoring and follow up
- Responsible for global uptime target of 99.9%, across the whole Rates and Credit eTrading platform
- Coverage of Rates eTrading applications production implementation, troubleshooting and monitoring:
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Market connectivity though ION
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Algorithmic trading
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Auto negotiation
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Pricing
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D2D and D2C
Booking
- Monitors application state and input/output data correctness throughout the day, hand-over with follow the Sun support teams
- Performs system administration
- Updates the relevant Production KPI's
- Migration of our monitoring to SCADA using Python scripts
- Knowledge Management and Documentation
- Documents support procedures on wiki
- Owns team knowledge base on wiki for all in-scope applications
- Provides support to end-users on how to use the application
- Ensures Follow-the-Sun and regional support teams are trained as required, in particular over new releases
- Communicates a daily handover document to Follow-The-Sun support teams, where appropriate
- Continuous Service Level improvement
- Contributes to capacity management of in-scope applications: proactively tracks trends in application behaviour, and alerts Application Production and Development teams of any potential risks in the future
- Ensures that all application support logs are fit for purpose, ie meaningful and actionable.
- Actively seeks reduction of dependency on manual interventions by support staff, eg leveraging enterprise batch scheduling and enterprise monitoring tools
- Maintenance and enhancements
- Participates to release cycles for functional validation on staging/preproduction and production environments - in particular for logs
- Review release and coordinate around deployment/post release checks
- Communicates Release Notes
- Project and specific tasks
- Various project and smaller tasks are managed by the team, all related to support: most of the tasks are incident response, business request or maintenance
- Project are mainly related to new development where application support role is to make sure of the supportability, monitoring of the new tool, team and user training
Candidate Profile
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First class degree of top university and scientific background - mathematical or/and IT (ability to problem solve)
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High motivation to learn a huge and complex environment
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Self-starter
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Candidates must have relevant experience in a similar role, the majority of which should have been gained within Front Office Trading. They must be experienced in providing support as part of a team, and have practical understanding of the criticality of trading applications.
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The role focuses specifically on Rates products, Rates knowledge would be appreciated.
Knowledge/Skills/Experience Required
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Must have driven, enthusiasm and be committed to work. Must be able to work with minimal supervision and be able to use own initiative. They also need to be a strong team player. The ability to deliver results quickly and under pressure is essential.
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We are looking for someone who is analytical and able to solve complex problems.
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The successful candidate will be expected to multi-task and to be able to prioritise his work. Good time management and co-ordination skills are essential.
Personal Attributes
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Hard worker
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Analysis and communication
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Ability to clearly explain technical issues
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Ability to work under pressure in a changing environment
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Capability to cope calmly with stressed users facing system issues
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Strong sense of issue ownership and business accountability
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Problem solving minded
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Willingness to learn
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Willingness to deliver
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Strong desire to investigate and resolve issues in the short term (workaround/setting up procedure) and Longer term (participate to the definition of proper fix)
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Genuine interest in support
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Inquisitive mind
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Good personal organisation to follow up simultaneously a very large number of support issues
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Understand users' need and convert them to IT realisable
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Flexibility/Adaptability
Language Required
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English fluent