Senior Application Support Analyst

Application Support Engineer

We are in search of highly motivated, self-starters who currently work in high pressure trading environments providing application support. When required interact face to face or directly with our users. This candidate must be able to perform technical trouble shooting of electronic trading, trade capture platforms, position risk, and other platforms to prioritize issues, manage business expectations, and be a global team player within our FX/Commodities business. The successful candidate will have a continuous service improvement mindset and be willing to learn fast.

Accountabilities including but not limited to:

• Provide day to day application support to trading systems.
• First PoC for regional and global business users and other groups in technology to ensure issues are addressed and communicated in a timely manner.
• Provide functional and/or technical troubleshooting of production issues to restore service.
• Drive the identification root causes and track issues to their completion.
• Work closely with development, infrastructure, and business groups to plan system rollouts, application updates, post release checkouts.
• Monitor and provide feedback on the system performance, investigate nonfunctional production problems, and identify solutions.
• Works with tech teams to build solutions utilizing enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
• Provide rotational after hours (include evenings and weekends) support and/or ON-call support to correct any critical/Time sensitive issues impacting the applications.
• Provide expert technical knowledge of applications management in relation to system components, functionality, interfaces, data flows and business rules.
• Provide reporting to technology partners, business, and management on the application availability such as Start of the day checks, Intraday, End of the day, weekly Incident governance, problem, and change tracking.
• Conducts independent analysis and assessment to resolve strategic issues.
• Play a key role in delivering disaster recovery, business continuity services, and audit response on demand.
• Promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Develops or helps to develop the knowledge assets required for supporting our platforms.
• Adhere to ITIL best practices regarding Incident, Problem, Change Management or other related.
• Issue logging and recording of requests, incidents, problems, and changes.
• Broader work or accountabilities may be assigned as needed.

Experience:

• Capital markets or similar high-pressure business experience is required, with experience supporting trading or operational workflow applications.
• Possess technical and/or business functional knowledge of systems and dependencies.
• Working knowledge of enterprise monitoring, scheduling, deployment, or other service management tools
• Working knowledge of ITIL service operations methodologies, best practices
• Good experience in Log analysis, troubleshooting production issues.
• Excellent business communication, verbal, and written communication
• Problem-solving skills
• Ability to work independently or within a team environment and handle multiple issues simultaneously.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical proficiency gained through education and/or business experience.

Skills:

• LINUX Operations, Windows Operations, SQL Statement building, Excel, JIRA, Confluence, ServiceNow, Job Automation tools, Monitoring tools.
• Business knowledge of Capital Markets - FX/Commodities.