Application Support Analyst (Taiwan)

Calastone; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Calastone seeks a proactive Service Support Specialist in London focused on monitoring production services and providing outstanding first-line support to clients. The role requires technical expertise in SQL and databases within a financial environment, as well as excellent communication skills in English and Mandarin.

Qualifications

• Experience in application support and client-facing within financial environments.
• Knowledge of ITIL and Salesforce is beneficial.
• Fluent English and Mandarin skills are essential.

Responsibilities

• Proactively monitor the production services.
• Provide first line support to Calastone’s customers.
• Assist in the creation of a knowledge base.

Skills

Database management

SQL

MQ

SWIFT

ISO15022

ISO20022

FIX

XML

Messaging authentication techniques

Secure FTP environments

Job description

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Client:

Calastone

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

387a5c5a6b1b

Job Views:

3

Posted:

02.07.2025

Expiry Date:

16.08.2025

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Job Description:

• Proactively monitor the production services.
• Provide first line support to Calastone’s customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Work with the UAT team to test new clients to approved standards during the on-boarding process.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
• Work with, and communicate to, all customers and internal technical staff during implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone’s reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.

Desired Knowledge & Experience

• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Application support and operations in a client facing, financial environment.
• Experience of project delivery life-cycles, in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.
• Business Level written and spoken English and Mandarin skills are essential.

Person Specification

• Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
• Team player in multi-disciplined environment.
• Strong work ethic and entrepreneurial approach.
• Passionate about quality and ‘getting it right’.
• Highest levels of professionalism, honesty and integrity.
• Willing to pursue a problem through to root cause identification.
• Balanced individual able to critically appraise own strengths and weaknesses.
• An example setter by deed as well as words.
• Needs to be able to hold their corner and to be able to deal with a spirited work environment.
• Flexible attitude and willingness to work alternative shift pattern, including day shift, should that be necessary (especially during training period).

A shift system is in operation, consisting of:

Day Shift Early B: 07:30 to 16:00 Monday to Friday, with 1 hour break ( hours work), or

Day Shift Late: 10:00 to 18:30 Monday to Friday, with 1 hour break ( hours work).

Please note occasional weekend and Bank Holiday working will be required for which time off in lieu or payment at the approved daily rate will be given.

Our commitment to Diversity and Inclusion

The company is committed to building a diverse, equitable, and inclusive workplace where all employees can thrive, contribute their best and achieve their full potential. We ensure that all recruitment, promotion, and reward decisions are capability-based without regard to protected characteristics. We want you to perform at your best in the recruitment process; if you require any reasonable adjustments for any part of the recruitment process, please let us know.