Trade Support Analyst

ECLARO; Taguig; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

TP ICAP is seeking an IT-enabled operations professional to provide first and second line support for the Market Administrators trading platform from our Taguig office. You will own incidents, monitor data integrity, and coordinate with product teams on enhancements.

Responsibilities include logging via ServiceNow, analyzing system logs, and assisting with software releases. A proactive, client-focused approach and strong technical/communication skills are essential.

Qualifications

• Operational support experience and incident management.
• Proficient in monitoring and logging for compliance.
• Familiar with ServiceNow for ticketing and tracking.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide first and second line support for Market Administrators trading platform.
• Maintain data accuracy and perform proactive monitoring.
• Log and track requests via ServiceNow.
• Investigate system logs and trade flow issues.
• Coordinate product management on workflow improvements.
• Support and test new software releases.
• Occasional out-of-hours support.

Skills

IT literate

Network tracing

XML analysis

System administration

Data processing

MS Office

Financial markets

Customer liaison

Communication

Tools

ServiceNow

Job description

• First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).
• Responsible for the ongoing maintenance of the platform's data accuracy including updates when required and pro-active monitoring.
• Issue logging and tracking of requests via service management tool (ServiceNow).
• Ensure logging of all incidents into ServiceNow for compliance and management review
• Monitor support chats and respond and investigate user queries and issues in a timely manner.
• Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.
• Work with the product management team in raising workflow and system improvements.
• Expectation of the desire to learn and understand brokered products relating to the Market Administrator's trading application.
• Coordinate any internal training requirements relating to the Market Administrator's trading platform.
• Support and testing of all new software releases before roll out.
• Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
• Maintain up-to-date team technical documentation, team procedures and processes.
• Cross-train other team members of your championed system.

Person Specification

Knowledge

Experience

• Reasonable experience
• Operational support experience

Skills

• IT literate,
• Basic network tracing.
• Familiarity with system log and xml analysis
• System administration,
• Data processing,
• MS Office conversant,
• Familiarity with financial markets
• Confidence to liaise with internal and external customers,
• A good balance of technical and social skills.

Client Focused

• Personable and engaging
• Communicates effectively and efficiently to internal and external stakeholders
• Build relationships and networks with both internally and externally wherever possible
• Demonstrates ability to work effectively with others
• Constructively handles disagreements to reach a resolution
• Ability to work with diverse groups/ personalities

Dynamic & Competitive

• Demonstrates high levels of energy in seeking out and achieving new goals
• Goes that "extra mile”
• Is a self-starter
• Shows evidence of being comfortable working in fast paced or pressured environments
• Enjoys a challenge and is able to elevate
• Does not give up easily

Open & Communicative

• Adapts communication style to suit audience
• Projects personal credibility
• Interacts confidently without being overbearing
• Ability to work effectively in a high-pressure environment
• Keeps emotions under control in difficult situations
• Handles criticism constructively

Professional Integrity

• Able to demonstrate honesty, integrity and professionalism
• Promotes loyalty to TP ICAP and its principles
• Works ethically and shows respect for both professional and company values

Effective

• Excellent attention to detail, highly organized with a proactive approach Strong analytical ability and problem-solving skills