Description :
Summary:
The RATES IT Production Support team provides an end-to-end support service for all applications & users globally, both for the RATES Business and IT teams. A Follow-the-Sun model is in place with local teams based in London, New York, and Asia Pacific, providing a 24X7 service. Being the primary contact point for all RATES IT Production issues, dealing mainly with electronic and algorithmic trading platforms, the team has high exposure to and work with the front-to-back Business teams on a daily basis.
Responsibilities:
Reporting to the RATES Tokyo Support Manager, the role will need the candidate to investigate and resolve user & system generated issues across all the current Production systems in a timely manner, both for local & global users & systems. The candidate will also be expected to reduce and manage the impact of system issues affecting the relevant Business Units . Front Office, Middle & Back Office.
Responsibilities will include but not limited to:
- Investigating / Resolving issues escalated by users globally, raised via Issue tracking system or the team Support Email and Hotline.
- Managing Front Office issues and expectations
- Incident & problem management
- Critical system checks and monitoring of alerts
- User queries and Training
- Liaising with Development teams on new Application Handover and 3rd line issue escalation
- Application Roll outs |
Requirements :
Essential Skills:
- Bachelor Degree
- Min 3 yrs in IT / Application Support
- Min 1-2 yrs in financial industry (preferably investment bank)
- Basic OTC Derivatives Products / Fixed Income Knowledge
- Financial Market experience
- Experience in troubleshooting complex technical issues
- Temperament to work under pressure in a fast moving production environment
- Confident in dealing with Front Office, other business functions (Middle Office, Back Office, Finance) and IT management
- Excellent interpersonal and communication skills - ability to liaise with both Business and IT users in a clear and professional manner
- Strong problem ownership skills and attitude
- Strong analytical and problem solving skills
- Strong team player who can collaborate with global teams yet still be able to function independently
- Eager to learn about new technology and gain new skills as required
- Ability to deal with multiple tasks in parallel
- Customer-focused and Service-driven; desire to go the extra mile to provide excellent service
- UNIX & Wintel skills
- Database skills (SQL in Sybase, Oracle)
- Experience in software programming and scripting (Java, VB, KSH, PERL)
- Understanding of Network/Firewalls
- Experience using Microsoft Office applications, particularly Excel
- Good spoken and written English skills
- Japanese language skill . (conversational level) a plus
Desirable Skills:
- IT / Business Specific
- Master Degree
- Deep OTC Derivatives Products / Fixed Income Knowledge
- Programming/Software Development experience Knowledge of scripting language, e.g.
UNIX shell scripting, PERL.
- Knowledge of programming languages, e.g. Excel VBA, Java
- Knowledge of web programming languages, e.g. HTML, XML, CGI, JavaScript, JSP, Java Servlet
- Fluency in Japanese (reading andwriting) |
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