Job
Description
This position plays a vital role in maintaining operational excellence, managing multiple support teams, and implementing best practices in a 24x5/24x7 support model, directly contributing to the stability and reliability of key financial systems.Software Required Skills: Deep familiarity with Murex (version 3.1 or higher) in production support environments Proficiency in SQL (with experience writing complex queries for issue analysis and data validation) Shell scripting (Bash, sh) for automation and issue resolution Experience with support ticketing and incident management tools such as ServiceNow or similar platforms Monitoring tools for batch process health and performancePreferred Skills: Experience with cloud or hybrid deployment models Knowledge of other scripting languages (Perl, Python) is a plus Familiarity with infrastructure management tools (e.g., monitoring dashboards, job schedulers)Overall Responsibilities Lead and manage the support team of Batch experts across multiple shifts, ensuring adherence to SLAs and operational standards Monitor and supervise EOD batch processes, ensuring successful completion within designated timelines Provide Level 3 support to troubleshoot and resolve complex technical issues related to Murex systems and infrastructure Analyze and resolve system issues using SQL, logs, and shell scripting, performing root cause analysis Coordinate with stakeholders and platform users for issue escalation, updates, and communication Drive continuous improvement initiatives by reviewing batch processes, automating manual tasks, and optimizing system performance Manage support activities in a dynamic 24x5/24x7 environment, including shift scheduling and resource planning Document procedures, incident resolutions, and support best practices for future reference Support system upgrades, patches, and configuration changes with minimal support disruptionStrategic objectives: Minimize system downtime and batch process failures Improve incident resolution efficiency and batch process performance Enhance automation to reduce manual intervention and errorPerformance outcomes: Consistently achieve or exceed SLAs for batch process success rates Timely and accurate incident resolution with minimal business impact High levels of stakeholder satisfaction through proactive communication and supportTechnical Skills (By Category)Application & Batch Support (Essential): Extensive experience with Murex (version 3.1+), supporting production environments Knowledge of batch processing frameworks, schedules, and workflows Shell scripting for automation, troubleshooting, and process control SQL expertise for data analysis, diagnostics, and validationInfrastructure & Monitoring (Essential): Proficiency in monitoring batch health and infrastructure performance tools Basic understanding of supported infrastructure components (servers, networking, storage)Incident & Change Support (Essential): Use of ServiceNow, JIRA, or similar tools for ticketing and incident trackingOther Technical Skills (Preferred): Knowledge of cloud environments (AWS, Azure) Experience with infrastructure automation tools (Ansible, Puppet)Experience Minimum 10+ years of Murex support experience in production support roles, with significant exposure to L2/L3 management Proven experience leading support teams in 24x5/24x7 environments Strong background in EOD batch processing, incident management, and issue troubleshooting Experience supporting trading, risk, or financial systems Leadership experience managing technical teams, allocating resources, and driving operational excellenceAlternative experience pathways: Candidates with extensive Murex operational experience and demonstrated leadership in supporting complex financial systems may be consideredDay-to-Day Activities Oversee daily batch processing activities, ensuring completion and reporting Manage incident escalations, troubleshooting critical issues affecting end-of-day workflows Monitor system and batch health, investigating anomalies or failures Lead support team in diagnosing, troubleshooting, and resolving issues efficiently Coordinate and communicate support activities with technical teams, vendors, and business users Review batch processes for optimization opportunities and automation Participate in capacity planning, system upgrades, and testing activities Ensure comprehensive documentation of incidents, resolutions, and process changes Conduct team reviews, performance tracking, and support onboarding or training initiativesQualifications Bachelors degree or higher in Computer Science, Engineering, or related field Extensive Murex support and lead experience (10+ years preferred) Certification in Murex or related financial systems support is advantageous Proven leadership experience in managing support teams within high-pressure environments Willingness to work in shifts, including some night/weekend supportProfessional Competencies Strong analytical and troubleshooting skills to resolve complex system issues Leadership and team management capabilities Excellent communication and stakeholder engagement abilities Resilience and adaptability in a dynamic, fast-paced support setting Process-minded with a focus on continuous improvement Ability to prioritize tasks, manage multiple issues simultaneously, and meet deadlines
