Description
Front Line Support Engineer is responsible to secure the systems reliability and service fulfillment to the customer.
The FLS Engineer is a part of our Application Management organization. Application Management are responsible for maintaining 100% systems uptime as well as making sure that we are always delivering on our SLA agreements. We design, plan, build, test and implement new technical solutions. We support the Business with operational related investigations, verifying, planning and conducting application upgrades, optimizing application performance, documentation, managing changes, business continuity planning and testing.
As the Front Line Support Engineer you will serve as the main contact between Tech Ops and the Senior Application Management staff on technical operational incidents. The FLS Engineer is also responsible for preparing and delivering reports, including Incident Reports, handling of test systems and similar. The FLS Engineer work closely with other parts of the global organization and virtual teams and are commonly formed to be able to effectively implement new requirements and investigate issues. The team provides support 24 hours 7 days a week, where support outside of office hours is covered by on call.
We are searching for a person with a broad experience in complex platforms within the Financial Industry. The key to our success is to have functionally flawless systems, which makes this role one of the most challenging (and exciting) roles within our company
Typical Job Functions:
Manage problems and follow up on incidents and write incident reports
Manage the customers' expectations and deliver according to SLA Use own expertise/knowledge to perform
Real Time monitoring of systems for software/hardware errors, failures and capacity issues; troubleshoot, diagnose and escalate to senior Application Management..
Follows procedures for startup and shutdown of core systems, recovery procedures, scheduling, backups, and monitors batch processes.
Independently troubleshoots order entry and market data connectivity issues of increasing complexity with clients, exchanges, market centers, and network providers.
Performs recovery procedures, scheduling and backups, and monitors batch processes and troubleshooting when necessary.
Taking a supporting role in Major Incidents at exchanges which need immediate attention Managing and operating low latency, high availability applications developed that are key to run our financial markets
Being part of all activities regarding the applications such as handling of incoming issues, incident solving, requirements, launch of new versions.
Implement changes to our existing systems and implement new solutions.
Acting as specialist in operational issues regarding monitoring of systems
Maintain operational documentation needed for second line operation Carry out parts of large implementation projects
Essential/Desired Qualifications:
Must be able to coordinate in a technical complex environment
Must have excellent written and oral communication skills and be customer focused.
Must be flexible, hands on and able to work in a fast paced, high pressure, client-focused and collaborative environment.
Must be able to grasp the whole picture
Thorough understanding of UNIX/Linux Operating Systems and Linux command line.
Strong troubleshooting skills in a high pressure environment working with network and development teams.
Strong work ethic in a mission-critical 24x7 diverse environment with multiple vendor/customer relationships.
Ability to perform multiple tasks in a complex operating environment.
Experience Required:
2-3+ years.
Special Qualifications:
Certifications relevant for the role are meritorious.
Competencies:
Experience working in a banking, exchange or technology type environment within a global organization.
High professional standards; with client-focused mentality
Ability to work collaboratively at all levels.
Strong analytical and problem solving skills.
Strong skills in both verbal and written communication.
Skill in problem identification, analysis and resolution.
Broad knowledge of network topologies, security concepts and a strong knowledge of data communications (TCP/IP, Switches, Routers, Firewalls, VPN's, LAN, WAN, DHCP, DNS, Multicast).
Experience supporting and troubleshooting Real Time applications.
Knowledge of any of the following would be beneficial: HP Open View, BMC Remedy ITSM. Financial Industry experience preferred.