Desktop Support – Trading Floor

Role Description

The GM – Rates and Credit IT FO/APS Desk Support provides application support to users from the fixed Income rates ,credit  and MBS business, predominantly in the New York Offices but interacting and aiding global sites(ie LDN, Latam) as the business expands. Other global fixed income sites are in New York, Paris, Tokyo and Singapore.

Applicants must be flexible in their working hours as necessary to support a global investment bank’s requirements. The role involves close contact with Front Office teams and applicants must be capable of remaining calm and dealing with a dynamic high pressure environment. The team is regularly called upon to investigate problems involving complex financial products and calculations and knowledge of investment banking is therefore a must, however, knowledge of fixed income specifically, whilst desirable, is not essential provided other adequate investment banking and product knowledge can be demonstrated. Similarly an investigative mind-set and the ability to understand interactions between systems will be of great advantage for any applicant. Owning a problem from the initial user contact, reporting this problem in the bank’s proprietary reporting tool, following through to a resolution, liaising with other teams and developers where necessary, communicating at all times with the user and delivering a final resolution to them are all fundamentals to a good support analyst and this should be reflected in the applicants understanding of the support role. This is a unique and challenging role in a dynamic environment where one day will be unlike the next so the ideal candidate will need to be flexible, having the ability to adapt quickly and easily to this ever changing environment and role. Having Financial Engineering degree with python and Geneos scripting knowledge is highly preferred. Applicant will apply ITIL framework best practices on their day to day operations.

Person Specification Special Aptitudes:

As a member of the New York Rates and Credit IT Support Team, the candidate will be first point of contact for any Fixed Income Rates, Credit and MBS trading desk issues and related support work. This is a front office role which requires a highly motivated person who is able to work in a demanding environment.

  1. Provide desk support for all NY Rates and Credit Traders, MO, RCM.
  2. Provide morning, intraday and evening support rotations.
  3. Participate in global Rates and Credit IT follow-the-sun support procedures.
  4. Support all Rates and Credit IT NY owned systems and tools, both third party and systems and in-house.
  5. Maintain, enhance and support Excel spreadsheets used to manage and di splay risk and other trading data.
  6. Provide first tier support for all Global fixed income IT systems used by New York Rates and Credit Trading Business.
  7. Implement and perform daily checks to ensure proper system performance.
  8. Provide single point ownership of all local support issues; escalate to external teams for resolution when required.
  9. Provide production incident reporting through global reporting systems (Jira) and local tracking databases as necessary.
  10. Provide training to the desk on new functionality, releases etc
  11. Able to own issues until resolution, even when this requires the help of others.
  12. Improve and maintain relevant support documentation/tools.
  13. Good organizational, prioritization & troubleshooting skills.
  14. High energy level, enjoying challenges and a fast-paced environment working hours as necessary to ensure critical problems are dealt with in a timely fashion.
  15. Be a good team player.
  16. Excellent Communication Skills – effectively communicate with users of differing technical abilities, outside vendors and other technical groups’ worldwide.
  17. Ability to start early/finish late and both if needed
  18. Approx. 3 years Support or business experience in the Investment Banking (preferably Fixed Income) business
  19. Excellent problem analysis skills and can do attitude.
  20. Experience working on front office application support for top bank
  21. Having Geneos knowledge will be good

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