As a Technical Account Manager for Principal Trading, you will be responsible for the implementation, on-going support and growth of a variety of client’s busy critical trading systems playing a key role in the support of these systems. This involves technical troubleshooting, performance and network analysis and working directly with the end users on functional requirements such as risk and pricing. It requires a strong set of IT skills in conjunction with a keen interest in financial markets working closely with our Engineers and Product managers and alongside traders and technical staff using the services we provide.
The role is mission critical and provides excellent exposure to fast-paced, high-tech environments spanning trading solutions across many product types and exchanges.
The successful candidate is expected to take care of support requests from customers via email, phone and face to face. Support requests will come directly from traders or from the first line support staff working for them.
The selected candidate will be based in Mumbai reporting to the Head of Customer Success Principal Trading Mumbai and working within the CS department that is based in offices across ASIA (HK, Sydney and Mumbai). The Mumbai office is predominantly responsible for ITIVITI's Asian customer base. This role requires frequent interactions with colleagues in various geographical locations around Asia (Mainly HK, China, Sydney, Japan, Singapore, Korea and Taiwan) and with different cultural backgrounds. As a result there are occasional travel requirements.
Working closely with IT staff at customer sites to diagnose and resolve technical configuration issues.
Working directly with clients to implement key functionality - Setting up a solution to quote on a market, setting up volatility surfaces, delivering a solution for algo trading
Fault finding of complex trading systems ensuring clients are up and running in the market. Liaising with our engineering team on faults that require code changes
Acting as the interface between the end users at the customer site and ITIVITI’s engineering team, collecting, analyzing and prioritizing issue reports and feature suggestions
Ensuring customer satisfaction and continuous good communication
Occasional travel to clients may be required
Assist customers in achieving desired business results using ITIVITI products
Optimize customer usage of the ITIVITI products via training, tuning and consultancy
Liaising with our sales team on new deliveries and delivering these new trading systems
Implement adaptations or enhancements to the ITIVITI products to fulfil customer needs, such as development of trading strategies, custom pricing models, integration with 3rd party systems etc.
Degree in Mathematics, Physics, Engineering, Computer Science.
2+ years in client facing role, overall 5+ years of experience
Willing to work during the APAC working hours. Their work shift for the Mumbai te-am starts at 08:00 AM HKT (5:30 AM IST) and can start even earlier occasionally when support for the Sydney team is required
Fluent written and spoken English
Good communication skills, both oral and written
Excellent problem solver
At ease in customer-facing situations with strong people skills and comfortable to work in a support role, taking calls and emails from customers throughout the day, sometimes in a stressful environment
Familiarity with Git (VCS) and Lua programming language
Familiarity with Java and/or C++ programming languages or with Perl, bash or python scripting (even though this is not a developer role)
Motivated, intelligent, team player
Interest in finance and electronic trading solutions in particular
Strong interest in IT and a grasp of technical topics including a familiarity with UNIX environments and with network routing, diagnostics and transport protocols (TCP, UDP, packet capture, network latency, etc.)
What ITIVITI can offer you
A truly international and multicultural workplace with offices located in major financial cities all over the world.
Competent and inspiring colleagues.
We offer a workplace in the city with flexible work hours and continuous internal and external training.
Our cultural identity revolves around:
Treating each other with respect. We communicate in a constructive way, we respect diversity.
Encouraging creativity, innovation, new ideas and being pro-active. We support our employees in exploring new options and trying new technologies, methods and techniques, we seek continual improvement.
Leveraging each other's strengths, we share, collaborate and build on each other's knowledge, we are inclusive, we engage employees at all levels and we value time spent together.
Sharing information at all levels. We are curious and open to cultural differences, we value transparency, we promote an open-door policy: everyone is approachable by all our people, no matter their job title.