The Senior GCC Analyst provides front-line support to customers of CME Group for traded cash FX markets and provides relevant investigation and analysis for any major outages to management and other business stakeholders. In this role, the Senior GCC Analyst works regularly in a customer facing capacity to deliver informational assistance via telephone and electronic means. The analyst will need to be able understand the FX cash aspect of support and business to facilitate troubleshooting for any critical trading and connectivity issue on our platform.
For this role the analyst will have a passion for solving problems and delivering excellent customer service. The candidate will deliver advanced market and technical assistance for front-end trading platforms, market data and match engine functionality.
Successful candidates will possess a majority of the below qualification, experiences and be comfortable with the responsibilities.
Responsibilities will include and not be limited to the following:
- Develop ad-hoc queries and perform complex data analysis to create data driven solutions to support or change policy, process procedures and technologies
- Field customer enquiries related to market events, connectivity, business technologies and products
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
- Evaluate and monitor market activity and order flow for efficiency and anomalous behavior
- Perform investigations for both internal and external clients - be able to articulate challenging and complex problems and solutions to a broad range of audiences
Qualifications:
- Bachelor's or Master's in information systems, computer science a related field from a recognized university
- Minimum 3 to 5 years’ experience in single bank or multi-banks eTrading platforms. Previous experience with vendors is welcome
- Experience with leading industry charting/news platforms and front ends, such as Bloomberg, Trading Technologies and Eikon Refinitiv
- Good understanding in foreign exchange modules with emphasis on Spot FX and NDFs (Outright and Swaps is a bonus)
- Good grasp of full trade life cycle from execution to front and back office (STP/Murex/MT300) processing
- Exposure to Kibana/Monitoring dashboards
- Analyst will support Japanese customers. High proficiency in the Japanese language is preferred.
Experience:
- Previous experience within trading, technical support, and market analysis
- FIX protocol/API connectivity expertise and basic Linux commands knowledge alongside experience with trading GUI features to help with troubleshooting
- Ability to read and understand user logs
- Experience with Linux/Unix commands.
- Ability to perform order analysis to identify latency/rejections/slippage/mismatch
- The candidate must be able to demonstrate strong written and verbal communication and problem-solving skills
- Prior customer support experience via telephone and electronic means
- Advanced understanding of electronic trading
