System Support & Engineer
We Offer Job Overview
Application Support Analyst supporting the GM OTC Derivatives Front Office environment by performing Level 2 application support duties for a 30+ mission critical and critical systems. The applicant will be part of Application Support team within Global Markets. The role is located in our Raleigh offices and offers close proximity to regional development and QA teams for the same set of applications. The culture of the organization is transitioning to a Dev/ops model a key success factor of the role will be to reduce the manual operate activities (Toil) and risk thereby growing efficiency and reliability of the services provided.
Application Support Group (ASG) manages the production environment and provides support for Trade Management applications globally. Our team operates globally and are located in London, New York, Raleigh, Singapore, Mumbai and Pune. ASG is responsible for the full production environment from user facing business support, to batch and system monitoring, change/ release management & deployment, environment management, metrics & Key Performance Indicators, capacity-planning, automation of manual support processes and service level management with the user base.
Position will involve some shift work (on a rota basis), with weekend and holiday coverage sometimes required. Support team provides business coverage from 7am-7pm. Travel to other offices may be required. We Offer
We are a department that values Diversity and Inclusion (D&I) and is committed to realizing the firm's D&I ambition which is an integral part of our global Conduct and Ethics Standards.
Collecting accurate and validated trades into the TM stores such as DTD, FIRM and Fidessa
Providing Trade Management functions such as post trade activity including trade capture, lifecycle event management, workflow, regulatory reporting, exception management and position management
Standardizing the trade data models & controls ensuring coherency & integrity
Enforcement of front to back trade and business flow efficiency and measuring progress against agreed indicators to target state.
Reporting on C&C volumes and highlight high risk amendments for supervisory review
Providing application support to internal users (front, middle and back office functions as well as other IT groups) external clients.
Field support queries from users (front office, external clients, internal operations and technology groups) in Asia and globally.
Take ownership to investigate, log/track and resolve 2nd level support queries. This will involve a deep understanding of the systems supported as well as the underlying business concepts.
Assess the relative severity and impact of incidents on business & external clients and remediate appropriately.
Actively identify areas where support queries can be reduced; and identify, document and potentially implement solutions.
Actively monitor application and pre-empt issues, ensuring minimal down time and delivery against service levels
Accurately record incidents and their resolution and use this to facilitate route cause analysis and permanently fix repeat problems.
Communicate status and resolution of issues on a timely basis to users & technologists, bringing up to management, where appropriate.
Build positive relationships with other technology teams including other global support / business lines, application development, QA and infrastructure (e.g. DBA, server teams, web services, etc) teams.
Build and maintain relationships with users, including front office and other internal groups.
Monitoring & automation tools
Articulate concepts effectively to business users and technologists at all levels. You Offer
Provide operational non-functional requirements in to development team at design stage and ensure requirements result in an operational efficient and robust solution. Good degree in a numerate discipline (for example, Computer Science, Electronics, Physics, Mathematics, Engineering, Finance, Economics).
You have relevant experience in application support in a Front Office/ Trading environment.
You carry a deep knowledge of financial markets with an understanding of enterprise systems
You have technical skills including SQL(Oracle/Sybase/MS SQL Server), DB, Shell/Python/Perl Scripting
You possess excellent written and verbal communication skills with a capacity to operate in a global team and diverse work environment
You have demonstrated ability to support demanding users with tried ability to handle pressure using strong problem solving and analytical skills
You have shown ability to assimilate and apply information rapidly and effectively
You are striving to learn both the technology and business.
You have an ability to multi-task, being able to prioritize and follow through on tasks.
You are a problem-solver who takes initiative and has a real passion for using creativity in solving issues.
You have flexibility to work on a shift basis
You have a strong technology background and are comfortable working across a range of systems and technologies.
You show the ability to analyse and understand complex problems, make sound technical decisions/recommendations, and communicate solutions in an enthusiastic manner.
You possesses scripting / development skills to build effective tooling and remediate simple coding issues.
You bear a demonstrable experience of automation techniques, approaches and tooling
You demonstrate a keen interest to learn quickly about the business and its processes, in order to best support internal users and external clients.
You are committed to combine attention to detail whilst understanding the wider business and technology context.
You should be a self-starter, dedicated, highly motivated, with aptitude and curiosity to learn new things
Core Java 5 (or above) and Weblogic 9.2 or higher
Advanced PL/SQL concepts such as bulk loading, Oracle replication
Experience in development or support in OTC Derivatives/Cash Equities business line.
Equity / Credit / Swaps / Listed Options and Futures product knowledge.
Deep understanding of the full software development lifecycle. Core technical skills (preferably one as minimum) in addition to above : Good to have: (preferably one as minimum)
Experience in development or support in OTC Derivatives/Cash Equities business line. Equity / Credit / Swaps / Listed Options and Futures product knowledge. Deep understanding of the full software development lifecycle.