Summary:
The IT Application Manager and Production Support will provide 1st and 2nd line support for critical electronic commerce and trading applications used by front office traders globally. This role involves ensuring the stability, performance, and reliability of key applications, including electronic execution, pricing, client-facing platforms, risk & P&L, reporting, and trade processing systems. The successful candidate will work closely with traders, IT teams, and global support teams to maintain seamless operations and proactive issue resolution.
Requirements:
Incident and Problem Management:
- Manage and own P1/P2 incidents and problems end-to-end.
- Communicate with internal users and management regarding incidents and post-mortem analysis.
- Diagnose issues and establish root causes.
- Initiate task forces for critical incidents.
- Liaise with upstream and downstream system support teams.
Direct Responsibilities:
- Troubleshoot and resolve incidents and problems on supported applications.
- Monitor and maintain system health and performance.
- Develop, maintain, and support disaster recovery plans (including bi-annual exercises).
- Improve monitoring and alerting tools for proactive incident resolution and prevention.
Shift and Support:
- Flexibility to work shifts starting as early as 6:30 AM local time.
- Monitor group mailboxes, assign/escalate issues appropriately.
- Adhere to audit, compliance, and risk guidelines.
Knowledge Management and Documentation:
- Document support procedures and maintain up-to-date wiki resources.
- Provide end-user support and training on application usage.
- Ensure continuous training for Follow-the-Sun and regional support teams.
- Communicate daily handover documents to global support teams.
Continuous Service Improvement:
- Oversee the development of proof-of-concepts and solutions.
- Provide technical expertise on software and platform feature development.
- Ensure application support logs are meaningful and actionable.
- Reduce dependency on manual interventions by implementing self-recovery and automated incident detection.
Qualifications:
- Degree in a scientific or IT-related field from a recognized institution.
- 5-15 years of experience in IT application support or a related role.
- Strong business knowledge of financial products such as Rates, FX, Credit, and Fixed Income.
- Proficiency in Python and SQL.
- Basic knowledge of ITIL, including incident and problem management.
- Fluent in written and verbal English.
Behavioral Competencies:
- Strong verbal and written communication skills.
- Excellent multitasking and time management abilities.
- Willingness to continuously learn and adapt.
- Ability to work efficiently, both independently and in a team.
- Business-oriented, resilient, and results-driven.
- Creative, innovative, and proactive in problem-solving.
- Ability to understand, explain, and support change.
