Junior Application Support Analyst - French Speaker

1. Quanteam UK are looking for a Front Office Application & Production Support Analyst to join an APS eSolutions group (Application Production Support – Electronic Solutions), a global team providing services directly to the global FX, Rates, eCommerce and Credit businesses within a Global Markets group.
2. The team is responsible for the production support and release of solutions providing discreet functionality, driven by the global Rates and Credit business. The systems are used globally, with major server hubs in London, New York, Tokyo and Singapore. The Rates and Credit business has over 150 traders across six centres and is headquartered in London.
3. The team supports globally the ION platform, in-house pricing applications, algorithmic trading components and straight-through processing (STP) for the Rates and Credit business. The key focus of the role is to provide business-as-usual production support and respond to user enquiries, aligning processes and procedures with the global support teams to ensure service agreements are met, requirements are successfully implemented, and a high level of quality is maintained across the production systems.
4. This is a front office role for the London team, and would suit a junior candidate with a Computer Science background, strong logical thinking, and a solid, positive mindset for dealing with and supporting traders.

Key Responsibilities

1. Design and develop key pieces of functionality for the Commodities Derivatives Platform
2. Ensure stability of the platform by ensuring releases are suitably tested and impacts are considered
3. Ensure supportability of solutions
4. Follow team procedures for release control, code review, deployment, source code management and architectural governance

Incident and Problem Management

1. Manage and own P1/P2 incidents and problems end to end
2. Communicate with internal users and management on incidents and post-mortems
3. Ensure all support issues are correctly logged in the incident management system with relevant detail (downtime, slowness, etc.), and take ownership of their resolution
4. Diagnose issues and establish root cause
5. Initiate task forces for critical incidents
6. Liaise with upstream and downstream systems support teams, as appropriate

Application Monitoring and Follow-Up

1. Support a global uptime target of 99.9% across the Rates and Credit eTrading platform
2. Cover production implementation, troubleshooting and monitoring of Rates eTrading applications, including market connectivity through ION, algorithmic trading, auto-negotiation, pricing, D2D and D2C, and booking
3. Monitor application state and input/output data correctness throughout the day, handing over to follow-the-sun support teams
4. Perform system administration
5. Update relevant production KPIs
6. Support migration of monitoring to SCADA using Python scripts

Knowledge Management and Documentation

1. Document support procedures on the team wiki
2. Own the team knowledge base for all in-scope applications
3. Provide support to end-users on how to use the application
4. Ensure follow-the-sun and regional support teams are trained as required, particularly for new releases
5. Communicate a daily handover document to follow-the-sun support teams, where appropriate

Continuous Service Level Improvement

1. Contribute to capacity management of in-scope applications, proactively tracking trends in application behaviour and alerting Application Production and Development teams to potential future risks
2. Ensure application support logs are fit for purpose, meaningful and actionable
3. Seek to reduce dependency on manual interventions, for example by leveraging enterprise batch scheduling and monitoring tools

Maintenance and Enhancements

1. Participate in release cycles for functional validation on staging, pre-production and production environments, in particular for logs
2. Review releases and coordinate deployment and post-release checks
3. Communicate release notes

Project and Specific Tasks

1. Contribute to various projects and smaller tasks managed by the team, most of which relate to incident response, business requests or maintenance
2. Support new development projects by ensuring the supportability and monitoring of new tools, and by providing team and user training

Essential

1. A degree in Computer Science, Mathematics or another numerate discipline, with strong logical reasoning and problem-solving ability
2. High motivation to learn within a large and complex environment
3. A genuine interest in, or understanding of, front office trading environments and the criticality of trading applications

Desirable

1. Prior experience in a similar support role, ideally gained within Front Office Trading
2. Knowledge of Rates products
3. Familiarity with Python, used for tasks such as the migration of monitoring to SCADA
4. French language skills, which are strongly preferred

1. Self-starter, able to work with minimal supervision and use own initiative
2. Hard-working, driven, enthusiastic and committed
3. Strong team player
4. Analytical, with the ability to solve complex problems
5. Able to deliver results quickly and under pressure
6. Capable of multi-tasking, prioritising work and managing time effectively
7. Strong communication skills, with the ability to explain technical issues clearly
8. Calm and composed when working under pressure in a changing environment
9. A solid, positive mindset when dealing with and supporting stressed users and traders facing system issues
10. Strong sense of issue ownership and business accountability
11. Problem-solving mindset, with an inquisitive nature
12. Willingness to learn and willingness to deliver
13. Strong desire to investigate and resolve issues, both in the short term (workarounds and procedures) and the longer term (contributing to permanent fixes)
14. Genuine interest in a support-focused role
15. Good personal organisation, with the ability to follow up a large number of support issues simultaneously
16. Able to understand users' needs and translate these into practical IT solutions
17. Flexible and adaptable