Description
Key Roles & Responsibilities
Responsible for stability of production environments ensuring all applications and interfaces have maximum availability. This including in-house as well as vendor FO applications.
Highlight user training and education needs and maintain excellent user satisfaction.
Manage/coordinate recurring issues and ensure long-term resolution.
Receive calls/Remedy tickets for user and application issues and trouble shoot them. If required, escalate to 2nd line for further investigation to keep within SLA.
Highly motivated to learn and manage different applications across derivatives.
Work as a global support liaison with teams in Singapore, Dubai, London, Hong Kong and New York
Follow escalation procedures during outages and ensure root-cause analysis.
Track incidents and provide regular updates to users on request status and progress.
Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Service to resolve complex issues and outages.
Document common issues for team's perusal.
Trend analysis, Incidents resolutions, Root Cause Analysis and Regular Reporting to identify areas for review for improvement
Ensure all new deployments have supplied correct documentation and training
Qualifications & Skills Strong team player, effective at communicating internationally and used to working closely with clients.
Should have advanced technical experience and proficiency in Murex
Good knowledge of trade life cycle for FX Options/IRDs/Commodities/Credit Derivatives products.
Hands on in technologies like Unix and Sybase/Oracle
Ability to work under pressure and deliver excellent results.
EA Licence No. 11S3959