Job Description:
- Resolve incidents impacting users swiftly and efficiently.
- Thorough investigation and communication throughout the incident lifecycle. Proactive identification of workarounds.
- Effective coordination of stakeholders during significant incidents. Clear and timely communication to users, senior management, and other IT stakeholders.
- Handle user requests promptly and effectively. Prioritizing requests based on urgency and impact. Escalating requests when necessary while remaining the primary point of contact for the user.
- Drive sustainable solutions to prevent recurring issues.
- Identifying root causes of incidents and defining remediation actions.
- Proposing solutions such as feature development, automation, or online help updates for recurring requests.
- Serve as the primary communication channel between IT and stakeholders.
- Collaboration with other support engineers, users, and other CMI and CAGIP stakeholders.
- Potential involvement in complementary tasks such as testing or business analysis.
- Follow CMI Run processes, standards, and recommendations provided by the Run Control Tower, actively contributing to their improvement.
Application Monitoring:
- Define and implement the needed application monitoring for timely incident detection. Use monitoring as code whenever possible.
- Supervise and monitor daily and monthly batch chains, which take place during the Singapore morning and early afternoon time, to ensure that problems are swiftly analyzed and resolved to minimize down-time.
- Process and issue daily, weekly and monthly reporting on data quality.
- Streamline processes to minimize manual intervention.
Incidents and Requests management (from business users and other IT teams):
- Provide level 2 application support to back office users.
- Analyse and manage incidents/requests.
- Coordinate incidents impacting several teams.
Problem Management and continuous improvement:
- Identify recurring problems and eliminate them.
- Provide requirements to build team for bug fixing and improvements.
- Prepare and maintain knowledge base for each of the applications in the scope of the team in coordination with build team and operations team.
- Put in place trainings for business users to reduce the number of daily requests from business to IT.
- Process improvements.
- Coach more junior team members as required.
Change improvement:
- Release testing.
- Performance analysis.
- Production deployment and validation.
- Production releases on weekend (rotating schedule within the team).
- Write and maintain programmable code outlined in technical instructions and specifications for software applications and operating systems.
Requirements:
Qualifications and Profile:
- Minimum 7 years hands on experience with Calypso as a back office.
- Experience on Calypso version 16.
- Understanding of financial assets (FX, money market, cash) and trade lifecycle.
- Experience with regulatory reporting (MMSR...)
- Willing to do On-call rotation with team mates to cover night and week-end support.
Hands-on experience in Calypso Back office functionalities:
- Engines
- Events
- Filters
- Reporting Framework
- ScheduledTask
- Message / Swift messages
- Transfers
- Settlement Delivery Instructions
- Accounting
- Pricers
- Workflows
- Reconciliation process
Other Professional Skills and Mindset:
- Excellent communication and interpersonal skills to effectively collaborate with diverse teams.
- Excellent problem-solving and analytical skills.
- Ability to work under pressure.
- Appetite to follow technology trend and participate to communities.
- Eagerness to learn and adapt to new technologies.
- Strong perseverance and diligence towards attaining goals and effective time management
- Passion for sharing expertise and grow team members skills.
- Autonomous, self-motivated and excellent team player.
