Job Description

As part of the eOperations team, you will provide vital support to our partners, working closely with internal and external teams. Your unique skill set, combining business, product, technical, and compliance knowledge, will be key to investigating and resolving issues. We operate in a fast-paced environment, so multitasking and prioritizing are essential, along with a focus on continuous process improvement.

• Diagnose and resolve first-line support issues within agreed SLAs, escalating as needed, and ensuring full audit documentation.
• Manage client communication, providing proactive updates and managing expectations.
• Manage your workload and distribute tasks within the team.
• Log and track all reported issues for audit purposes, ensuring efficient issue resolution.
• Gain expertise in trading platform functionalities and participate in new platform initiative testing.
• Perform daily health checks and build relationships with 3rd party vendors.
• Participate in projects, offering specialist knowledge and presenting/hosting calls/meetings.
• Contribute to team training and documentation, reviewing and producing new materials.
• Stay updated with proprietary technologies and financial products.
• Lateral thinking and attention to detail are essential for ambiguous queries.

• 3 years of support experience in a financial services environment, preferably with FX, Rates, or similar products.
• Experience with FIX API connections/issues and raw server log interrogation in a Unix/Linux environment.
• Knowledge of end-to-end trade flow, including market data subscription and STP, is highly desirable.
• Application deployment and/or network experience is an asset.
• Adaptability to new technologies and financial products is key.
• Excellent verbal, written, and in-person communication skills, with the ability to translate business user needs into technical detail.
• Proficiency in Microsoft suite and SQL knowledge is preferred.
• Understanding of Network principles and protocols is beneficial.
• Experience with JIRA service desk and server administration is desirable.
• Scripting skills would be an advantage.