Shift Rotas
• Needs to be flexible towards working hours. Shifts start as early as 6:30am Singapore time.
Incident and Problem Management
Monitor the results and quality of the different software solutions and projects implemented in the organisation:
· Manage/Own P1/P2 incidents and problems end to end.
· Communicates with internal users and management over incidents and post-mortems.
· Diagnoses issues: establishes their root case.
· Initiates task force over critical incidents.
· Liaises with upstream and downstream systems support teams as appropriate.
Direct Responsibilities
· Assist troubleshoot and resolving incidents and problems on supported application.
· Monitor and maintain system health and performance.
· Develop, maintain and support Disaster Recovery plans on the weekend (bi-annual exercise).
· Participate in improving our monitoring and alerting tools for the support team to be more proactive on incident resolution and prevention.
· Monitor group mailbox, assigning/escalating appropriately.
· Basic of majority of the application the team supports with the ability to be L1 support when necessary.
· Adherence to Audit, Compliance and Risk guidelines. Knowledge Management and Documentation
· Documents support procedures on wiki.
· Owns team knowledge base on wiki for all in-scope applications.
· Provides support to end-users on how to use the application.
· Ensures Follow-the-Sun and regional support teams are continuously trained as required.
· Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.
· Oversee the development of Proof-of-Concept/ solutions and provide technical expertise on the development of software and platform features, ensuring that appropriate security and risk factors are considered
· Ensures that all application support logs are fit for purpose, ie meaningful and actionable;
· Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools.
· Implement self-recovery and automated detection of incident leveraging on learnings from past incidents. Maintenance and enhancements Oversee the acquisition and development of software systems in organisational units:
· Participates to release cycles for functional validation on staging/preproduction and production environments.
· Review release and coordinate around deployment/post release checks.
Communicates Release Notes.
Job Requirements:
· 5 to 15 years’ experience
· Good business knowledge of Rates, FX and Credit business.
· Good business knowledge on other fixed income products.
· Understanding of Risk & PNL terms.
· Proficient in python and SQL
· ITIL basic knowledge or understanding between incident tickets and problem tickets.
Ivy Tham Yi Ru (R1104692)
Recruit Express Pte Ltd | EA No 99C4599
