Senior Application Support Analyst with weekend shifts

QUANTEAM (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A financial services firm in Singapore is looking for an experienced functional/technical support specialist for their Sales Workflow applications. Candidates should have a minimum of 8 years of experience in the financial or banking industry, a proactive mindset, and a strong understanding of capital markets. This role involves supporting end-users, managing incidents, and collaborating with engineering teams to improve operational efficiencies. Strong technical proficiency in SQL and familiarity with common monitoring solutions are required.

Qualifications

• Minimum 8 years of industry experience, preferably in financial/banking.
• Experience in support and/or development of applications.
• Strong appetite for capital markets functional business.

Responsibilities

• Provide level 1 and level 2 support to business users.
• Manage incidents and requests from business users.
• Collaborate with teams to manage application performance.

Skills

Incident management

Problem management

Technical proficiency in SQL

Proactive mindset

Knowledge of common monitoring solutions

Education

ITIL certification

8+ years experience in finance/banking industry

Tools

SQL

Java

Python

Unix/Linux commands

Elastic

Splunk

Job description

Our Client has a Global IT department (GIT) that brings together all the IT departments in charge of developing and running the IT system and technological infrastructure.

Global IT has a worldwide presence in Europe and Africa, Asia-Pacific and Middle East, America with more than 3500 persons.

The position is within the Capital Market IT division which manages information systems for capital markets activities which includes Front Office (FO) booking platforms, Sales, Risk Management (RM) control and regulatory reporting systems, financial product and contract valuation systems, and much more.

“Run the bank” is the first mission of IT department. It involves many front line IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems.They are continuously working with business users, infrastructure engineer and system managers.

CMI teams are mainly located in Paris, London, New-York, Hong-Kong, India, Singapore and Montreal. Current position is based out of Singapore and the successful candidate will be able to work in an international context with distributed engineering teams striving for highest quality architecture and design.

Context

This is a functional/technical support position for eSales, to help the Front Office Sales and Middle Office in their usage of the Bank’s Sales Workflow applications. The applications you will support relate to revenue-generating activities and sales-trading interactions of the Sales Desk.

Main Responsibilities

Application monitoring responsibilities

• Define and implement in coordination with the application build teams the needed application monitoring.
• Manage end-user requests on application-related topics that require investigations and follow up with various teams to trace the root cause.
• Supervise and monitor daily and monthly chains by working closely with, infrastructure and production teams.
• Support daily batches to their completion, ensure problems are swiftly analyzed and resolved to minimize delays.
• Managing the application’s key performance indicators and issue weekly and monthly reporting with the aim of improving operational efficiencies.

Incidents and Requests management (business users and other IT teams)

• Provide level 1 and level 2 application support to business users (Sales, Middle-office and Back-office are main consumers of Sales applications)
• Own and manage application Incidents to their completion, provide analysis and judgement to involve relevant teams to ensure incidents are resolved swiftly to minimize impact to business.
• Manage the Requests from business users and ensure they are resolved. This function includes managing the backlog of requests of the team.
• Ensure incident and requests tickets are properly described with the key information.

Problem management and continuous improvement

• Ensure incidents have proper Problem management process to identify the root-cause and track post-incident follow-ups.
• Collaborate with build team to assess the priority of the problem and follow-up the resolution, even contributing ideas for a long term solution.
• Provide non-functional requirement to the build team to implement monitoring as code whenever available.
• Prepare and maintain knowledge base for each of the applications in the scope of the team in coordination with the build team.

Providing functional and technical help around the relevant systems to users worldwide by (not exhaustive)

• Ensure correct calculation of Volume Credit and Markup
• Ensure platforms admin in relation with system providers, both internal and external.
• Dealing with STP (straight through processing) issues.
• Work within the 24x7 ‘follow the sun’ set up.
• Conform to all internal policies and procedures.
• Manage customer relations when dealing directly with both internal and external users of the systems.
• Assist members of team (business or technical analysts)

Qualifications and Profile

This role requires a pro-active mindset in security, incident preventive measures, productivity and global improvement of the quality of service. The candidate must have a strong appetite in capital markets functional business.

• Senior level, with minimum 8 years of industry working experience, preferable in financial/banking industry, in the support and/or development of applications.
• ITIL certification will be an advantage but not compulsory.
• Interest in Capital Markets domain including FX, fixed income, derivatives and/or equity products.
• Understanding of broker and clearing platforms (e.g. Tradeweb, Murex, DTCC, LCH/JSCC) and common financial markets applications (e.g. Bloomberg, Reuters)
• Knowledge of common monitoring solutions (e.g. ITRS Geneos, Qokpit, Elastic, Splunk, Datadog)
• Technical proficiency in common languages is preferable (e.g. SQL, Java, Python, Unix/Windows commands)
• Proactive, independent and proven ability to work under tight target and pressure
• Proven experience in technical proficiency with skills in SQL
• High level of proficiency in Unix/Linux scripting
• Should be able to do
• SLA & KPI management, client communication & interaction
• Predictive analysis, consulting, escalation management
• Risk analysis and project execution
• Appetite for continuous improvement and automation
• Knowledge in XML, PL/SQL, MQ, CFT and Control-M is a plus
• Strong perseverance and diligence towards attaining goals and effective time management
• Excellent written and verbal communication skills

Other Requirements

Team members are required to participate in weekend/holiday coverage on a rotational basis.