Job Description

Company overview

Osttra is the home of MarkitSERV, Traiana, Trioptima and Reset businesses that offer post trade services to a community of 10k+ clients. Our company brings together people, processes, and networks to solve the markets’ most challenging problems. Innovating, integrating, and optimising the post-trade workflow – we are positively shaping the way the community works forever.

Department overview:

Application support team is a global team that provides technical functionality to ensure FX application remain up and running.

Position summary This position primarily focuses on answering client support tickets escalated by our global client facing level 1 support teams; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex client support cases. In addition to the usual responsibilities of a client services Analyst, the senior analyst will also help to direct and manage the daily operations in support of the client service Team lead. This could include assigning work, serving as an escalation point for problem solving, and serving as a subject matter expert for overall operational support. This position requires software support experience and familiarity of the finance market is preferred. Duties & accountabilities

• Respond to client escalations which were initially investigated by the L1 team via SalesForce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner.
• Use SQL queries, UI access and logs tools to assist with your investigation.
• Serve as both an escalation point and a subject-matter expert in the Traiana applications.
• Answer L1 teams with questions regarding their escalations and General Traiana products functionality.
• Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets.
• Provide quarterly based training sessions to global the L1 team.
• Assist in establishing, improving, and documenting and enforcing work processes and procedures.
• Assist NOC, connectivity and operations teams with client’s issues requiring specific business knowledge.
• Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team’s knowledge and learn new tools and technologies.
• Must have exposure on Cloud technologies
• Good to have experience on monitoring tool - Splunk

100% Total 100% Business competencies

• Strong analytical skills and ability to collate and interpret data from various sources
• Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT)
• Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level.
• Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.
• Work experience in an application support role – a must.
• Knowledge/experience in financial industry – preferred.
• Process driven and results oriented.
• Team focused and collaborative.
• Ability to operate effectively in stressful situations.
• Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail.
• Ability to work flexible hours / shifts.

Education and experience

• Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting - preferred
• Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.
• Familiarity with TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ – big advantage.
• Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle.
• Experience working in Windows, (Unix, and Linux environments – advantage).
• This role includes participation in a shift rota and on call requirements as outlined above

Optional Experience

• Have experience of working in the Finance Industry.

Commercial awareness

• Knowledge of the Financial OTC Derivative products (FX is a plus).
• Awareness of Derivatives products and Trade Processing.

Personal competencies Personal

• Well-developed analytical skills
• Experience with Volante tools
• Database/DBA/Architect background
• Knowledge of scripting languages
• Software engineering background
• Troubleshooting
• Proven problem-solving skills
• Fluency in English is required
• Hands on technical experience utilizing database tools, basic SQL knowledge.

Communication

• Good communicator both written and verbally.
• Successfully communicate handover of issues between global regions.

Teamwork

• Must be able to work in a team environment.
• Must be able to work under own initiative.
• Be flexible regarding hours including early morning coverage.

- Equal Opportunity Employer: S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.