Responsibilities
Shift Rotas:
. 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.
