Responsible for all issues and requests for Trade floor; include on-boarding/off-boarding, system setup/upgrade, application and hotfixes deployment co-ordination, information security rollout, business continuity, and Move-Add-Change.
Act as first point of escalation for customers on issues for IT support on Trade floor businesses.
Responsible to create and periodically update the inventory and process documentation for support.
Being a team player is required to research problems thoroughly, test solutions and make recommendations to users.
Provide technology site support to trade floor, including PC/monitors hardware, Microsoft Operating System, Microsoft Office Suite, in-house business applications, third party software, Blackberry, Collaboration tools (eg. Blackberry Works, Lync, etc), IP phones, IPC Dealer boards, Market Data related products, Desktop Video Conferencing system, etc.
Coordinate with other IT disciplines (Networks, Firewall, Proxy, Servers, Market Data, Messaging, Asset Management, Customer Service Centre, etc) and/or vendors for service delivery where applicable.
Participate and contribute during the weekly team operations meeting.
Conduct regular health checks for the supported Business.
Engage and participate to support continuity of business plan.
Handles problem and incident management and business continuity for outages affecting trade floor business users.
Review and fine-tune support processes in ensuring efficiency in daily operational processes.
Duty roster planning for support covering stagger shifts.
Partner Application Team for application coordination.
Coordinate with various parties (including vendor, firewall team, proxy team, and network team) for 3rd party connectivity.
Work with Procurement team and other internal teams for business purchase needs including invoice and payment tracking.
Work with cross functional teams (eg. MDS, SAM, GIDA, etc) to resolve processes issues, escalation issues, etc, and fine tune the processes to ensure technology team delivers as a team.
Work early morning and evening stagger shifts on a rotational basis with team members.
Verifies adherence to control and risk implementations, changes, standards and processes.
Applies good understanding of concepts and procedures within own infrastructure technology area to resolve issues.
Demonstrates a comprehensive understanding of how areas of infrastructure technology collectively integrate to contribute to achieving business goals.
Provides evaluative judgement based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
Work with peers for delivery of end results and contributes to planning, budget inputs and formulation of procedures which directly impacts the technology infrastructure area.
Involves in documentation of supported systems and related procedures and may participate in COB technical recovery planning and testing.
Minimum 7-12 years of relevant working experience in banking/financial industry. Prior experience in supporting trade floor environment is a must.
MCSE (Microsoft Certified System Engineer) and/or MCSA (Microsoft Certified System Administrator) is a plus.
Strong knowledge of Microsoft Operating Systems like Windows 7, windows 10, Citrix and VDI, Trading systems and exchange connectivity environments.
Good understanding of MS Office Suite (Word, Excel, Power Point, Access and Outlook).
Good understanding of Market Data Services is a must.
Strong desktop hardware and software troubleshooting skills.
Experience in supporting handheld devices e.g. Blackberry works and Smart Phones.
Experience in supporting traders' dealer board, IP phones and video conferencing technology product is a plus.
Programming/quantitative analysis skills, while not essential would be an added advantage.
Strong analytical mind, resourceful, great initiative and excellent communication skill is a must.
Able to deliver in tight timelines and work well under pressure.
Able to identify, escalate and resolve problems in timely manner.
Strong communication (clear and to-the-point verbal and written) skills are essential.
Must be a solid team player with strong interpersonal skills.
Possess good organization skills.
Able to work independently on a variety of simultaneous projects and to think "outside-the-box".
University or Polytechnic graduate in Information Technology, Computer Engineering or related disciplines.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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