Trading Technology Support Specialist

Salary: £60 – £65K Per Annum
Benefits: Excellent Benefits
Location: Remote

The Client:
Curo are Partnering with an Innovative Electronic Trading Technology organisation, who provide Leading edge Trading Technology for today’s Financial Markets. They support financial institutions to take advantage of the new world of electronic trading, giving them the flexibility to quickly adapt as markets continue to evolve. Their Platform provides a breakthrough combination of performance, configurability and control. It is used as a foundation technology by financial organisations to succeed in today’s growing, but increasingly competitive, world of electronic trading.

The Candidate:
The successful candidate will have a strong track record in capital markets technology, gained either within a financial trading firm or technology vendor. You will have either a computer science background or strong experience in supporting trading technology platforms or applications. You will ideally have significant experience in configuring, deploying, and supporting electronic trading technology or similar. A background in electronic trading systems, FIX protocol, and trading workflows is therefore highly desirable.

The Role:
Working alongside the Professional Services team in deploying and supporting electronic trading solutions built using the organisations Platform development framework. The primary purpose of this role is to act as a focal point in coordinating and executing a variety of support activities for which the customer and internal teams rely on. The role is critical to meeting support commitments and proactively managing the needs of their customers.

This role not only encompasses day-to-day responsibilities as a senior level 2 technical support executive but also extends to direct engagement with customers, and internal and potentially 3rd party teams. This includes working collaboratively with core development and professional services teams, and constantly looking for service and product improvements.

Key Duties:

• Providing service management support to customers within SLA framework.
• Providing an escalation point to the customers for service problems.
• Maintenance and management of toolsets and Knowledge Base content.
• Creating and presentation of the agreed Customer Service reports.
• Embedding and driving compliance with policy and standard operating procedures.
• Driving the extraction of maximum value from service contracts including partner performance.
• IT operational management processes and SLAs.
• Delivery against change control and request management processes.
• Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the ongoing improvement of service levels.
• To lead the continual development and improvement of the support team with customer focus being a priority.
• Providing regular incident updates to the internal team and customers concerning open incidents.
• Developing, coordinating, and promoting incident management activities across the whole of Support and Development.
• Taking responsibility for the effective functioning of the Incident Management processes across all support areas.
• Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3rd parties in order to resolve issues.
• Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups.
• Ensuring effective and rapid response to Major Incidents.
• Ensuring that any service breach is suitably recorded and described before it is closed.
• Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the incident management process.
• Providing guidance on Incident Management to all support staff and assist in their training and knowledge development.
• Producing metrics for service performance and customer satisfaction both on a regular and an ad hoc basis.
• Ensuring regular reporting on key service performance and quality metrics (in relation to incident management).
• Establish a channel for users to request and receive standard services.
• Helping users and customers to know about the availability of services and the procedure for obtaining them.
• Maintain user and customer satisfaction through efficient and professional handling of all service requests.
• Assist users and customers with general information, complaints or comments.

Requirements:

• Proven experience in the capital markets industry, either within a financial organisation (sell-side broker, trading venue, etc.) or a financial technology vendor focused on electronic trading and front-office workflow.
• Strong functional experience ideally gained in one or more of the following roles: client on boarding, trading team technology support, product development/management, development, technical business analyst, trading systems implementation or technical.
• Strong knowledge of electronic trading life cycle and workflow. Good knowledge of trading technology landscape.
• Prior technical training including basic scripting skill and experience with Java or a similar language.
• Excellent knowledge of the FIX messaging protocol versions 4.2 – 5.0.
• Understanding of transport protocols such as TCP/IP, UDP.
• Understanding of trade messaging workflows across one or more asset classes (equities, FI, FX).
• Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL).
• Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk
• Ability to work within a structured support framework (to meet SLA target).
• Technical documentation skills.
• Software testing experience.
• Good general knowledge of infrastructure, cloud, networking.
• Enjoy interacting with people, be an excellent listener, and have strong verbal and written communication skills.
• Be inquisitive and have a desire to learn/be a team player who is happy to coach.

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Job Reference: RL7361