Senior Application Support Analyst

Job description

Overview
Project description
Our client is the corporate and investment banking arm of The Group, world's 10th largest bank by total assets.

Their Singapore center, Information Systems Asia Pacific (ISAP), is one of the 3 main IT hubs for worldwide business with over 1000 IT staff covering Production and Application Development activities.

They work daily with international branches located in 30 countries by envisioning and preparing the Bank’s futures information systems, partnering and supporting core banking flagships and transverse areas in their large scale development projects, and providing premium in-house Banking applications.

This unique positioning empowers us to bring our core banking business a sustainable competitive advantage on the market.

We seek innovative and agile people sharing our mindset to support ambitious and forthcoming technological challenges.

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

Capital Markets IT teams are mainly located in Paris, London, New-York, Hong-Kong, India, Singapore and Montreal.

The 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.

The position is as functional/technical support 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.


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 project, 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).


Skills
Must have
(converted to bold as allowed):
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, preferably in financial/banking industry, in the support and/or development of applications.


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)
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
Strong perseverance and diligence towards attaining goals and effective time management
Excellent written and verbal communication skills
Team members are required to participate in weekend/holiday coverage on a rotational basis.


Nice to have
ITIL certification will be an advantage but not compulsory.

Technical proficiency in common languages is preferable (e.g. SQL, Java, Python, Unix/Windows commands).

Knowledge in XML, PL/SQL, MQ, CFT and Control-M is a plus
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Required Skill Profession

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