IT Application manager and production support
As part of the Global Market IT Application Production Support (APS) team, this role involves providing 1st and 2nd line support for multiple critical systems utilized by Front Office traders worldwide.
The APS team in Singapore is responsible for the end-to-end management and support of key applications essential to front office traders, encompassing:
- Electronic execution and pricing
- Client-facing and electronic commerce platforms
- Risk & P&L, reporting, and trade processing
- Referential data, analytics, regulatory, and surveillance systems
These applications primarily serve the Fixed Income, Credit, and ALMT & Treasury business lines, covering a diverse range of products, including:
- Rates, FX, options, exotics, commodities, Treasuries, credit, FX options, FXPB, and more.
Key Responsibilities:
- Specialization & Knowledge Building: The successful candidate will focus on mastering in-house applications assigned to their product line while also contributing to broader team support duties.
- Stability & Maintenance: We seek an intermediate-level professional to enhance our team's ability to maintain day-to-day application stability, collaborating closely with traders and IT teams to ensure seamless operations and proactive issue prevention.
- Global Support Structure: The team operates across five global sites (London, Singapore, Mumbai, Montreal, and New York), managing applications such as risk & P&L explain, risk presentation, analytical libraries, and market contribution tools.
- Location & Team Dynamics: The new team member will be based in Singapore, joining a dynamic group of 40 IT Application Managers and Production Support staff operating under a Follow-the-Sun model (with handover coordination between New York and London).
Specific to This Role:
- Core Trading Applications Support: Focus on 1st and 2nd line support for eCommerce Applications
- Business Scope: Support in-house Global eCommerce client-facing trading systems during Asian hours for Global Markets, ALMT, and Global Digital Banking, covering:
- FX, MM Treasury, Structured Products, Secondary Market, Treasury Deposits
- Rates, Corporate FX Payment/Cash Management, and Commodities
- User Base: Serve Asian site users, including traders, marketers, middle/back office teams, client services, and external clients
Responsibilities
Shift
- Needs to be flexible towards working hours. Shifts start as early as 6:30am Singapore time.
Incident and Problem Management
Monitor the results and quality of the different software solutions and projects implemented in the organisation:
- Manage/Own P1/P2 incidents and problems end to end.
- Communicates with internal users and management over incidents and post-mortems.
- Diagnoses issues: establishes their root case.
- Initiates task force over critical incidents.
- Liaises with upstream and downstream systems support teams as appropriate.
Direct Responsibilities
- Assist troubleshoot and resolving incidents and problems on supported application.
- Monitor and maintain system health and performance.
- Develop, maintain and support Disaster Recovery plans on the weekend (bi-annual exercise).
- Improve our monitoring and alerting tools to be more proactive on incident resolution and prevention.
Contributing Responsibilities
- Monitor group mailbox, assigning/escalating appropriately.
- Adherence to Audit, Compliance and Risk guidelines.
Knowledge Management and Documentation
- Documents support procedures on wiki.
- Provides support to end-users on how to use the application.
- Ensures Follow-the-Sun and regional support teams are continuously trained as required.
- Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.
Continuous Service Level improvement
Oversee the development of Proof-of-Concept/ solutions and provide technical expertise on the development of software and platform features, ensuring that appropriate security and risk factors are considered:
- Ensures that all application support logs are fit for purpose, ie meaningful and actionable;
- Actively seeks reduction of dependency on manual interventions by support staff
- Implement self-recovery and automated detection of incident leveraging on learnings from past incidents.
Technical & Behavioral Competencies
Financial competencies
- Good business knowledge of Rates, FX and Credit business and other fixed income products.
- Willing to learn and go outside the perimeter of knowledge.
Technical Competencies
- Proficient in python and SQL
- ITIL basic knowledge or understanding between incident tickets and problem tickets.
Behavioural Competencies
- Strong verbal and written skills.
- Excellent multitasking skills.
- Wiliness to consistently learn.
- Able to work efficiently, unsupervised, or remotely.
- Enthusiasm and be committed to work alone or in a team.
- Be business oriented, positive, resilient, full of stamina with a clear focus on results and deliveries.
- Be creative, innovative, pro-active, and convincing in terms of finding solutions.
- Ability to understand, explain and support change.
Qualifications and Experience
- First class degree of top university or engineering school, with strong scientific background - mathematical or/and IT
- 5 to 15 years experience
- Fluent in written and verbal English.
