The TP ICAP Group is a world leading provider of market infrastructure.
Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.
Through our people and technology, we connect clients to superior liquidity and data solutions.
The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.
The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.
Role Overview
Manage a team of Market Administrators covering the APAC Trading platforms.
First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).
Role Responsibilities
· Responsible for ensuring team is adequately trained up and is able to perform tasks to the standards expected by TPICAP brokers and customers
· Ensure team logs and manages all work requests in ServiceNow.
· Responsible for the ongoing maintenance of the platform’s data accuracy including updates when required and pro-active monitoring.
· GRD issue logging and tracking of requests via service management tool (ServiceNow).
· Ensure logging of all incidents into ServiceNow for compliance and management review.
· Monitor support chats and respond and investigate user queries and issues in a timely manner.
· Investigate system logs and outputs to analyse any user or tradeflow issues either within the front office systems or between the front and trade processing systems.
· Work with the product management team in raising workflow and system improvements.
· Expectation of the desire to learn and understand brokered products relating to the Market Administrator’s trading application.
· Coordinate any internal training requirements relating to the Market Administrator’s trading platform.
· Client Relationship Management. Maintain a good working relationship with the TP ICAP client base when required. This includes external clients (Banks) and all levels of internal staff.
· Support and testing of all new software releases before roll out.
· Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
· Maintain up-to-date team technical documentation, team procedures and processes.
· Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g. cultural behaviours, security policies and regulatory requirements)
· Cross-train other team members of your championed system.
· Contribute on the Asia team system manual which will be main available globally.
· Complete any mandatory training by the required deadlines.
· Act with integrity and due skill, care and diligence in carrying out your duties
Experience / Competences
Essential
· Familiarity with system log and xml analysis, system administration and data processing
· Has experience working in Financial Services with good operational support experience
· Strong attention to details, confident to liaise with internal and external customers
· Strong team management skills to delegate and ensure adequate support is given
· Provides mentorship and guidance to team members, responsible for their performance and career development
Desired
• Ability to work in a fast paced environment and demonstrate high levels of energy in seeking out and achieving new goals
• Adapts communication style to suite audience, projects personal credibility and is a self-starter.
