Front Office Application Support engineer

One of our clients, a major French Bank is looking for Application Support Consultants to join their Application Production Support group.

The APS group (Application Production Support) is a global team providing services directly to various financial products teams (e.g. Commodities, Rates, Credit, FX, equity, eCommerce businesses).

 

Working for Application Production Support, the consultant will work as part of a team to improve the quality of the support provided to the traders. The team is concerned with the production support and release of solutions providing discreet functionality.

 

The key focus is to provide BAU production support issues/user enquiries and align processes and procedures with the global support teams: to ensure current service agreements are met and requirements are successfully implemented, also to establish a high level of quality for the production systems supporting the FI businesses.

 

Main responsibilities

 

Incident and Problem Management

  • Manage/Own P1/P2 incidents and problems end to end

  • Communicates with internal users and management over incidents and post-mortems

  • Ensures all support issues are correctly logged in the Bank incident management system with relevant details (downtime, slowness etc...) and ownership of their resolution

  • Diagnoses issues: establishes their root case.

 

Application Monitoring and follow up

  • Coverage of applications production implementation, troubleshooting and monitoring

  • Monitors application state and input/output data correctness throughout the day

  • Performs system administration

 

Knowledge Management and Documentation

  • Documents support procedures on wiki

  • Provides support to end-users on how to use the application

 

Continuous Service Level improvement

  • Proactively tracks trends in application behaviour, and alerts Application Production and Development teams of any potential risks in the future

  • Ensures that all application support logs are fit for purpose, i.e meaningful and actionable.

 

Maintenance and enhancements

  • Review release and coordinate around deployment/post release checks

  • Communicates Release Notes

 

Project and specific tasks

  • Various project and smaller tasks are managed by the team, all related to support: most of the tasks are incident response, business request or maintenance

  • Project are mainly related to new development where application support role is to make sure of the supportability, monitoring of the new tool, team and user training

 

Consultant Profile

 

  • IT / Engineering or similar degree

  • High motivation to learn a huge and complex environment

  • Not essential but nice to have relevant experience in a similar role, the majority of which should have been gained within Front Office Trading. They must be experienced in providing support as part of a team, and have practical understanding of the criticality of trading applications.

  • Financial products knowledge would be appreciated.

 

Required skills

 

  • Analysis: understand users’ need and convert them to IT realizable

  • Communication: ability to clearly explain technical issues and capability to cope calmly with stressed users facing system issues

  • Problem solving minded: strong desire to investigate and resolve issues in the short term (workaround / setting up procedure) and Longer term (participate to the definition of proper fix)

  • Good personal organisation to follow up simultaneously a very large number of support issues

  • Ability to work under pressure in a changing environment

  • Strong sense of issue ownership and business accountability

  • Willingness to learn

  • Willingness to deliver

  • Flexibility/Adaptability

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