About this role
As a member of the eServices team, you will play a crucial role in delivering exceptional support to clients, ensuring smooth operations for our electronic trading platforms. This role demands a unique blend of technical expertise, strong communication skills, and a client-centric approach, all within a fast-paced, dynamic trading environment.
• Provide first-line support for trading platforms, managing incidents within SLAs. • Drive investigations from triage to resolution, ensuring timely issue resolution. • Monitor alerts and respond proactively to real-time issues. • Troubleshoot FIX connectivity, order routing, and market data challenges. • Analyze FIX logs and investigate order/trade activities for accurate resolution. • Perform operational tasks like order lookups, cancellations, and trade exports. • Effectively communicate during incidents and manage stakeholder expectations. • Build and maintain strong relationships with clients and internal teams. • Stay updated with end-to-end trading workflows for efficient support. • Support the global shift model with clear and effective handovers.
• 2-3 years of experience in financial services support, ideally in banking, IDB, exchange, or clearing. • Experience with FX, Rates, or Credit products is essential. • Proven FIX API troubleshooting skills are a must. • Understanding of trading workflows and the trade lifecycle is crucial. • Exposure to deployment or networking is an advantage. • A demonstrated interest in low-level system architecture, including infrastructure, networking, and platform internals. • Strong problem-solving and analytical abilities are key. • Excellent multitasking and prioritization skills, especially in time-sensitive environments. • Proficiency in Microsoft Office tools, with familiarity in Confluence, Dynamics, Teams, and Salesforce being desirable. • Awareness of AI tools for workflow efficiency is a plus.