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Friday 10th February 2012

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ASD Lead eCommerce Support, Global Rates & Currencies Technology (VP)

Business Unit and Department Structure:
The front office trading support (ASD Support) team is a part of the debt branch of Global Business Technology.

Team Specific Structure and Responsibilities:
The ASD Support team are responsible for the support of business applications used by traders and other business users. The Support looks after problem in-house as well as external applications covering the FX business

Requirements
Essential:
  • Demonstrable organisational and administration skills
  • Database experience/Sybase/SQL/Oracle
  • Excellent academic and / or business experience
  • Financial markets knowledge
  • Exposure to Market Data Technologies such Tibco RV, Reuters, Triarch & RMDS
  • Proven Front Office experience

Secondary:
  • ITIL understanding
  • Debt business knowledge
  • Client relationship/service management experience
  • UNIX, Perl, shell scripting
  • FIX Protocol experience
  • API Onboarding experience
  • Risk/P&L experience

Personal Attributes Required:
  • Proactive, able to multi-task and work on own initiative
  • The ability to work in a high pressure environment
  • Strong time management skills
  • Understanding the needs, requirements and the pressures the users are under
  • Able to prioritise continually to ensure that service levels are adhered to
  • Excellent verbal/written communication skills
  • Problem solving skills both technical and business related.
  • Ability to work as part of a team.

Responsibilities
Role Specific Responsibilities:
We are looking for a team lead member to join the current eCommerce Front Office Support team that works with Developers, Offshore and Application Managers. This is a high-profile role working in a pressurised environment and demands an individual with flexibility, acumen and the ability to assimilate lots of information quickly, with focus on Incident and Problem Management. This is a critical role requiring a highly motivated and dedicated individual who can provide procedural and technical support to the ASD Desk Support teams.

The role provides an opportunity to lead the front office support eCommerce team and gain a good understanding of several business and technology areas. The depth and breadth of the support offered by this team makes it an excellent environment in which to learn – you will not just be looking after the administration of one application but multiple applications for a business area.

The successful candidate has the chance to enhance a newly created section within the ASD support team and the responsibilities will grow in ratio with the team. As a Support lead the successful candidate will have the responsibility of making the team’s calls are logged, updated and followed up with resolution in a timely manner. Ensuring monitoring and Runbook updates would also be considered part of BAU for this role

Key Functions
  • Proactively monitoring ITRS/mailboxes and deal with/escalate issues
  • Working with the Application Manager on the Change process
  • Detailed investigation of Incidents and escalation to Problems where necessary
  • Liaise with internal groups to keep track of issues
  • Working with Application Managers to streamline and automate the admin/technical processes
  • Ensure all Incidents/Problems are updated and communicated accordingly
  • Document and keep Runbooks/wiki’s updated and associates informed

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