[ref. s12156601] Trading Application Support Analyst L1

Overview:

Reporting to: Vice President - Business Continuity Trading

Company Overview:

StoneX is an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem through a unique blend of digital platforms, end-to-end clearing and execution services, high-touch service, and deep expertise

Business Segment Overview:

Retail: Empower individual investors – and yourself – in the world of retail through a range of different financial products rooted in innovation and market intelligence. From FX and CFDs to precious metals, master an exciting world of wealth management tools.

Position Purpose:

The desire to continually self-improve and seek continual improvement are a must-have skill set.

Responsibilities:

Primary duties will include:

• Provide level 1 support of our trading systems.
• Provide out of Office hours Support if applicable and work in a shift Rota including Weekends.
• Act as a liaison between users/traders, external customer support, and other technology groups (Product Development, Development and Engineering)
• Incident & Problem Creation – create incident and problem tickets within system.
• Incident Liaison – update incident system & Business with development
• Incident Support – Work with Incident Director and help document post recovery steps, processes and Playbooks.
• RCA Support & Monitoring – work with Incident Director to get RCA’s completed and tracked.
• Incident Reporting – Help Pull Incident statistics on a weekly, monthly and Ad hoc basis.
• Work with various technology teams to lead problem resolution.
• Document outages along with taking active role in Incident Management and interact with Level 2 Team for issue escalation.
• Monitor, measure, analyze and report parameters constituting the technology of Stonex Retail production trading environment.
• Add to the monitoring infrastructure to allow more proactive detection of problems and issues.
• Monitor our trading systems, non-trading applications as well as the underlying infrastructure (i.e. OS, Server and Network)
• Identify risks and provide guidance around timing of changes and releases.
• Develop and maintain technical support documentation
• Investigation of user queries via log file and process interaction, e.g. order issues, flow breaks, booking issues and Pricing.
• Escalate urgent problems requiring more in-depth knowledge to appropriate internal or external resources
• Working Closely with IT Release Management, QA, Dev and Infrastructure teams for software and scripts roll outs in using best practices from IT Service Management/ITIL
• Constant interaction with front, middle and Back office Teams.
• Perform daily run book activities and provide daily shift turnover reports.
• Perform post release testing after application upgrades and/or releases.
• Interaction with Offshore teams and be able to communicate issues effectively and with clarity.
• Problem solving and diagnosis of incidents reported to L1 Team and determination of priority and scope of the issue and appropriate escalation

Qualifications:

To land this role you will need:

• Ideally Graduate Level. (Not a must thought)
• Must have a minimum of 3 years’ experience in an application support role L1.
• Ability to run ad-hoc SQL Queries provided by L2 or dev teams. Basic Sql Exposure Required.
• Must be a Team Player and ability to work under pressure.
• Excellent troubleshooting/problem solving skills across a wide variety of technologies and disciplines.
• Previous experience in supporting multi-tiered applications.
• Exposure to Distributed systems and Messaging Queue.
• Fluent English (written and spoken).
• Passion for technology, willingness to learn and self-improve
• Ability to prioritise and work independently and places high value on improving process and procedures.
• Weekend Shift Work is required covering weekends.
• Experience within the financial sector ideally in a Trading Environment.
• Exposure to monitoring tools is a requirement
• Exposure to automation and scripting languages like power shell or python is a plus
• Exposure to Jira or similar ticketing system.

What makes you stand out:

• Knowledge of Linux command shell navigation.
• Power shell or Jenkins Exposure will be handy.
• Experience with FIX/Exchange protocols a plus.
• Experience within the financial sector ideally in a Trading Environment.
• Connectivity and order routing in an equity trading environment
• Understanding of messaging systems e.g. TIBCO, JMS, Messaging Queues
• Understanding of Site Reliability Engineering and DevOps concepts and practices
• Exposure to ITIL practices is a plus.