Job description
About the clients
The Asia Pacific Technical Support team provides technical support to equities and derivatives and forms part of company's global support team. The team is responsible for technical investigation, keeping updated and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning and Business Continuity testing of the Hosted environment.
Key Responsibilities
The Asia Pacific Technical Support team provides technical support to equities and derivatives and forms part of company's global support team. The team is responsible for technical investigation, keeping updated and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning and Business Continuity testing of the Hosted environment.
Key Responsibilities
- Investigate incidents assigned to them
- Prioritizes incidents and keep them up to date on the internal incident tracking system
- Provide remote and on-site support to the trading floor and other office users locally and regionally
- Communicates updates effectively and promptly to the client
- Responsible for the maintenance, configuration, and reliable operation of cloud systems, computer systems, network servers, and virtualization in multiple regions
- Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation
- Deals with unexpected events or failures which limit clients use of the supported systems
- Carries out application system checks, aiming to identify and resolve issues before they impact clients
- Develop strong working relationships with other departments to assist with the delivery of our service to clients
- Maintain an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
- Adheres to "best practice" and department procedures for client communications, incident progression and investigation
- Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
- Learn and comply with Information Technology and Information Security policies and procedures.
- Be involved in projects roll-outs in APAC
- Diploma or degree holder in Computer Science, Information Technology or related fields
- Minimum of 3+ years of related work experience, with at least 1+ year of technical support experience.
- A background working with stock exchange trading systems
- At least one programming /scripting language such as Java / JavaScript, Powershell, C#
- A good working knowledge of FIX connectivity
- A strong desire to develop a deep understanding of financial markets and business flows and Fidessa's functionality
- Knowledge in implementing ETL concepts desired.
- Knowledge in Fidessa's order management systems (OMS) desired.
- Very strong customer service mindset to deliver a best-in-class client experience.
