Roles and Responsibilities :
- Provide level 1 support of our trading and non-trading systems.
- Must be willing to work in a shift Rota including Weekends.
- Incident & Problem Creation – create incident and problem tickets within system.
- Incident Liaison – update incident system & Business with development.
- Incident Support – Work with technical Teams and business to help document post recovery steps, processes and Playbooks.
- RCA Support & Monitoring – work with Incident Manager to get RCAs completed and tracked.
- Incident Reporting – Help Pull Incident statistics on a weekly, monthly and Ad hoc basis.
- Document outages along with taking active role in Incident Management and interact with Level 2 Team for issue escalation.
- Monitor health and status of the platforms to ensure stable work of services and performance as expected.
- Develop and maintain technical support documentation
- Investigation of user queries via log file and process interaction, e.g. order issues, flow breaks, booking issues and Pricing.
- Escalate urgent problems requiring more in-depth knowledge to appropriate internal or external resources
- Working Closely with Dev Ops, QA, Dev and Infrastructure teams for software and scripts roll outs in using best practices from IT Service Management/ITIL
- Perform daily run book activities and provide daily shift turnover reports.
- Perform post release testing after application upgrades and/or releases when required.
- Interaction with Offshore teams and be able to communicate issues effectively and with clarity.
Problem solving and diagnosis of incidents reported to L1 Team and determination of priority and scope of the issue and appropriate escalation Knowledge and Experience
Essential:
- Ideally Graduate Level (not a must though)
- Must have a minimum of 3 years’ experience in an application support role L1.
- Ability to run ad-hoc SQL Queries provided by L2 or dev teams.
- Basic SQL Exposure Required.
- Must be a Team Player and ability to work under pressure.
- Excellent troubleshooting/problem solving skills across a wide variety of technologies and disciplines.
- Previous experience in supporting multi-tiered applications.
- Fluent English (written and spoken).
- Passion for technology, willingness to learn and self-improve
- Ability to prioritize and work independently and places high value on improving process and procedures.
- Weekend Shift Work is required covering weekends along with working in shift Rota in a 24/7 environment.
- Exposure to monitoring tools is a requirement such as Zabbix/Kibana/Grafana or similar.
- Exposure to Jira or similar ticketing system is a must.
- Excellent analytical and problem-solving skills.
- Exceptional attention to detail.
- Window Operating system Exposure in must. Understanding of window services and IIS and basic understanding of telemetry.
Desirable:
- Experience in MT4/MT5 administration/support will be considered as an advantage
- Knowledge of Linux command shell navigation.
- Power shell or Jenkins Exposure will be handy.
- Experience with FIX/Exchange protocols a plus.
- Experience within the financial sector ideally in a Trading Environment.
- Connectivity and order routing in an equity trading environment
- Understanding of messaging systems e.g. Messaging Queues
- Understanding of Site Reliability Engineering and DevOps concepts and practices
- Exposure to ITIL practices is a plus
Benefits
- Competitive salary
- Discretionary performance related bonus
- Paid sick leave days for self and for taking care of your dependents
- Interest free loans
- Hybrid working policy
- A focus on your wellbeing, including talks and access to self-development tools
- Flexi benefits / Quarterly allowance
- Global Employee Assistance Programme
