Senior Internal Application Support Analyst

TP ICAP; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

TP ICAP Philippines is seeking a motivated candidate to join the trading systems support team in Manila. You will provide day-to-day L2 support, implement and support TP/ICAP trading systems, and develop runbooks and automation tools.

The role focuses on monitoring, incident handling, change management and collaboration with QA, development and operations. You will work with ITIL-based processes and document procedures for smooth production support.

Qualifications

• Windows Server operating systems knowledge.
• Unix/Linux power user level.
• Experience with SQL (T-SQL, SQL Server Management Studio).
• Networking tools (ssh, sftp, traceroute) knowledge.
• Shell scripting (PowerShell, Bash, Perl).
• Strong Change management process experience.
• Experience with Monitoring/Observability tooling.
• ITIL-based support process understanding (Incident, Change, Problem).
• Analytical and documentation skills with deployment experience.

Responsibilities

• Monitors and oversees all trading application functionality and the performance of system environment.
• Acts as second level support that troubleshoots incidents and requests escalated by the business.
• Caters to installation requests from QA and Development groups including fixes, upgrades and enhancements.
• Builds up the trading application with required third party tools in staging and production.
• Writes scripts to automate installation, monitoring and data gathering for health checks.

Skills

Windows Server

Unix/Linux

SQL

Networking tools

Shell scripting

Change management

Monitoring tooling

ITIL

Documentation

Tools

Ansible

Jenkins

TFS

HTML

JavaScript

CSS

Job description

Job Description:

Role Overview

An exciting opportunity for a motivated candidate to join an experienced team charged with the implementation and support of Trading Systems supporting from a Level 2 Support perspective. This is a high-profile business facing role that works with the core technologies that make TPICAP the leader in the electronic trading business. You will be joining a highly adaptable and self-motivated team of employees, implementing and supporting our Trading Applications. The rewards of your hard work, initiative and innovation will be internal and interdepartmental growth opportunities.

The candidate will be focused on day-to-day support and implementation of TP/ICAP trading systems, documentation and creation of new tools. The candidate will need to maintain and develop internal customer relationships. The candidate will take system design direction from senior engineers and senior development staff.

Role Responsibilities

• Monitors and oversees all trading application functionality and the performance of system environment.
• Acts as second level support that troubleshoots incidents and requests escalated by the business.
• Caters to installation requests coming from QA and Development groups that range from bug fixes, upgrades and enhancements of trading applications in accordance with established and documented baselines, policies and procedures.
• Builds up the trading application with all the required third party tools and application in staging and production environments.
• Writes scripts using Shell, Perl, Powershell and SQL to automate installation, monitoring and gathering of relevant data that serve as tools to check the health of the system.
• Creates documentation that describes application setup and procedure on how to accomplish a task (Runbooks for installation procedure, Remedies to Known Application Problems and Trouble Shooting Steps).
• Attends meetings and conference calls that discuss production issues, scheduled production change or upcoming projects.
• Manage and perform Changes through the Change lifecycle. Submits request and change control forms to document the change done in both Non-Production and production environments. Follows up the status of each request until it is completed.
• Acts as Senior Analyst within the team that serves as an internal escalation of the junior team members and handles major projects. In effect serves as Deputy to the Regional Team Lead.
• Responsible for managing the ticket queues and delegates to team members where appropriate and ensure shift handovers are managed accurately.
• When on a shift that the Team Lead is Not on, undertake responsibility for the running of the team during this shift pattern. Manage the team’s shift schedule, approve of request and change in ServiceNow, attend to the urgent requirement of management and business regulatory, and attends to the meeting that the team lead has required the deputy to attend.
• Understanding and evidence of following the ITIL Framework support model for Change, Incident, Request and Problem management

Experience / Competences

• Windows Server operating systems
• Unix / Linux – Preferably power user level
• SQL (T-SQL, SQL Server Management Services)
• Working knowledge of networking tools (e.g. ssh, sftp, traceroute)
• Shell Scripting (PowerShell, Bash, Perl)
• Strong grasp of Change management process
• Demonstrate strong experience in Monitoring / Observability tooling
• Strong grasp of ITIL based support process. Incident escalation etc
• Strong analytical and problem-solving skills as well as documentation skills, to include solid experience in deploying software and writing functional procedures

Desired

• Automation tools (Ansible, TFS, Jenkins)
• Knowledge of HTML, Javascript and CSS preferred
• Some experience with SQL language and Databases a major plus

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

Philippines - Ecoprime Building - Taguig City