Associate II Application Support Engineer

Position summary

This position primarily focuses on answering client support tickets escalated by our global client facing level 1 support teams; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex client support cases. In addition to the usual responsibilities of a client services Analyst, the senior analyst will also help to direct and manage the daily operations in support of the client service Team lead. This could include assigning work, serving as an escalation point for problem solving, and serving as a subject matter expert for overall operational support. This position requires software support experience and familiarity of the finance market is preferred.

Duties & accountabilities

• Respond to client escalations which were initially investigated by the L1 team via SalesForce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner.
• Use SQL queries, UI access and logs tools to assist with your investigation.
• Serve as both an escalation point and a subject-matter expert in the Traiana & Mserv applications.
• Answer L1 teams with questions regarding their escalations and General Osttra products functionality.
• Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets.
• Provide quarterly based training sessions to global the L1 team.
• Assist in establishing, improving, and documenting and enforcing work processes and procedures.
• Assist NOC, connectivity and operations teams with clients issues requiring specific business knowledge.
• Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the teams knowledge and learn new tools and technologies.

Business competencies

• Strong analytical skills and ability to collate and interpret data from various sources
• Ability to liaise with various internal groups (Product Project Management, Development, Quality Assurance, IT)
• Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level.
• Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.
• Work experience in an application support role a must.
• Knowledge/experience in financial industry preferred.
• Process driven and results oriented.
• Team focused and collaborative.
• Ability to operate effectively in stressful situations.
• Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail.
• Ability to work flexible hours shifts.

Education and experience

• Experience supporting web based financial applications including trade posting, reporting, and exception handling troubleshooting - preferred
• Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.
• Familiarity with TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ big advantage.
• Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle.
• Experience working in Windows, (Unix, and Linux environments advantage).
• This role includes participation in a shift rota including 24x7 support and on call requirements as outlined above

Optional Experience

• Have experience of working in the Finance Industry.

Commercial awareness

• Knowledge of the Financial OTC Derivative products (FX is a plus).
• Awareness of Derivatives products and Trade Processing.

Personal competencies

• Well-developed analytical skills
• Experience with Volante tools
• Database/DBA/Architect background
• Knowledge of scripting languages
• Software engineering background
• Troubleshooting
• Proven problem-solving skills
• Fluency in English is required
• Hands on technical experience utilizing database tools, basic SQL knowledge.

Communication

• Good communicator both written and verbally.
• Successfully communicate handover of issues between global regions.

Teamwork

• Must be able to work in a team environment.
• Must be able to work under own initiative.
• Be flexible regarding hours including early morning coverage.