eFX technical support Analyst
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eFX Technical Support Analyst (Contract role)
Role Definition
Reporting to the Head of Support, Europe & Americas, this position is responsible for providing first and second line FX pre-trade application support and assisting in delivering a variety of project and BAU related activities for our business electronic pre-trade systems globally.
The primary objective of this role is to maintain production stability and facilitate the delivery of new functionality to business users and customers that will grow the revenue, improve the customer experience and reduce expenses for the Global Financial Markets product line.
It is envisaged that the successful person will become the Subject Matter Expert (SME) for eFX Pre-Trade application support within the E&A region.
Key responsibilities include:
Being responsive in answering user queries from a variety of stakeholders.
Responsibility for the maintenance of the eFX trading and pricing systems.
Testing of system enhancements in consultation with key internal stakeholders.
Management of relationships with external suppliers and vendors.
Management of business expectations and delivery schedules.
* Key liaison between internal business, technical and operational stakeholders.
* Adherence to “Follow-the-Sun” support model / knowledge share with team.
* Effective communication with business and technology stakeholders.
Risk, Regulatory, Conduct and Culture
Drive and maintain a strong risk culture with a relentless focus on initiatives to strengthen the control environment.
Assess, manage and optimise risk to ensure that financial goals are met within agreed risk appetite levels.
Maintain appropriate market profile and position.
Lead by example and encourage others to behave in ways which support the development of a successful and desired business culture.
Demonstrate and promote team behaviours with the aim to facilitate greater internal communication and performance outcomes across lines of business.
Satisfactory performance against applicable internal and external compliance and control standards and codes of conduct including but not limited to conduct rules under the Senior Manager and Certified Person Regime.
Complete any mandatory training in line with legal, regulatory and internal compliance requirements.
Accountabilities
Key responsibilities include:
* Being responsive in answering user queries from a variety of stakeholders.
* Responsibility for the maintenance of the business’ eFX trading and pricing systems.
* Testing of system enhancements in consultation with key internal stakeholders.
* Management of relationships with external suppliers and vendors.
* Management of business expectations and delivery schedules.
* Key liaison between internal business, technical and operational stakeholders.
* Adherence to “Follow-the-Sun” support model / knowledge share with team.
* Effective communication with business and technology stakeholders.
Position Requirements
Delighting Customers
Putting the customer relationship at the centre of everything you do.
Growing with and deeply understanding our customers throughout their lives, helping our customers to grow their wealth, so that we grow with them.
Going the extra mile and exceeding customers expectations.
One Team
Collaborating to ensure the best outcomes for the customer.
Valuing the strengths and of our brands, collaborating across our brands to beat competition.
Seeking out and embracing in our people and communities, sensitivity to bring out the best in others.
Integrity
Doing the right thing by our customers, employees, communities, shareholders and regulators.
Recognising our role in fostering economic development, being proud of our positive contribution to the communities we serve.
Looking after our customers’ best interests.
Courage
Actively seeking out new ideas (inside the Group and outside) and finding better ways of doing things.
Showing resilience and tenacity to advocate new ways of doing things, “confidently speaking out” your views and ideas.
Getting things done with speed, conviction and agility.
Achievement
Comparing ourselves to the highest standards and always delivering your best.
Taking accountability and not accepting excuses.
Seizing opportunities to take action to achieve results.
Person Specific
Technical and Essential skills:
Previous experience within Financial Markets required; eFX sales, trading or support experience .
The following skills are considered advantageous to the success of this role:
Financial Markets knowledge:
Good business domain knowledge of FX Markets (FX, Commodities, FX Options, FX Swaps).
Understanding of the London Benchmark process.
Knowledge of multi-bank and single dealer platforms (e.g., FXall, 360T, FX Connect, EBS, Instinct) with respect to account mappings and client provisioning.
Knowledge of business processes from front to back office, inclusive of finance, middle office, risk management, compliance and treasury.
Understanding pre-and-post-trade pricing and trade flows (STP)
Technical skills:
Understanding of pricing and trade flows encompassed within eFX high-frequency and low-latency trading systems that incorporate liquidity aggregation, price and price distribution (e.g., Broadway, D3, credit-checking, STP, price & trade flows).
Experience of supporting and managing Kubernetes based microservices environments (e.g., Docker, containerization/pods).
Experience with application monitoring using Elastic Stack, Grafana, Prometheus and Splunk.
Strong analytical and problem-solving skills (FIX, Connectivity, Log analysis)
Experience with incident and problem management and the ITIL process (ServiceNow, Jira, Confluence, SharePoint, Teams)
Systems experience (Linux, Windows, TCP/IP, Citrix)
Working knowledge of tooling and UAM (CyberArk, Control-M)
People skills:
People management skills
Quick learner with a great “can do” attitude.
Customer and quality focused.
Good negotiation and communication skills especially when dealing with business and technology units and vendors.
Experienced working with a diverse range of people (e.g. front office, back office, Finance, Infrastructure, Compliance and Risk).
Ability to work under minimal supervision.
Academic Qualifications:
Formal tertiary or higher education qualifications are desirable.
Key Business Relationships / Interactions:
Close interactions with business users on the Electronic Execution & Pricing (EEP), FX Spot, FX Forwards, Local Markets, Commodities and Sales Desks.
Regular Microsoft Teams meetings with product specific Service Operations Managers (SOM’s) and colleagues in Sydney and offshore locations.
Daily interactions with other colleagues across Technology teams focused around incidents and service requests
- Location:
- London
- Job Type:
- FullTime
- Category:
- Technical Support, Technical, Analyst