Junior Application Support Analyst

The position is within the Capital Markets IT division which manages information systems for capital markets activities which includes Front Office (FO) booking platforms, Sales, Risk Management (RM) control and regulatory reporting systems, financial product and contract valuation systems, and much more.

Run the bank" is the first mission of IT department. It involves many front line IT professionals who understand the nature of business operations, timing of activities & data flowing through internal and external systems. They are continuously working with business users, infrastructure engineer and system managers.

Capital Markets IT teams are mainly located in Paris, London, New-York, Hong-Kong, India, Singapore and Montreal. Current position is based out of Singapore and the successful candidate will be able to work in an international context with distributed engineering teams striving for highest quality architecture and design.

The position is as functional / technical support eSales, to help the Front Office Sales and Middle Office in their usage of the Bank's Sales Workflow applications. The applications you will support relate to revenue-generating activities and sales-trading interactions of the Sales Desk.

Responsibilities :

• Application monitoring responsibilities :
• Define and implement in coordination with the application build teams the needed application monitoring.
• Manage end-user requests on application-related topics that require investigations and follow up with various teams to trace the root cause.
• Supervise and monitor daily and monthly chains by working closely with project, infrastructure and production teams.
• Support daily batches to their completion, ensure problems are swiftly analyzed and resolved to minimize delays.
• Managing the application's key performance indicators and issue weekly and monthly reporting with the aim of improving operational efficiencies.
• Incidents and Requests management (business users and other IT teams) :
• Provide level 1 and level 2 application support to business users (Sales, Middle-office and Back-office are main consumers of Sales applications)
• Own and manage application Incidents to their completion, provide analysis and judgement to involve relevant teams to ensure incidents are resolved swiftly to minimize impact to business.
• Manage the Requests from business users and ensure they are resolved. This function includes managing the backlog of requests of the team.
• Ensure incident and requests tickets are properly described with the key information.
• Problem management and continuous improvement :
• Ensure incidents have proper Problem management process to identify the root-cause and track post-incident follow-ups.
• Collaborate with build team to assess the priority of the problem and follow-up the resolution, even contributing ideas for a long term solution.
• Provide non-functional requirement to the build team to implement monitoring as code whenever available.
• Prepare and maintain knowledge base for each of the applications in the scope of the team in coordination with the build team.
• Providing functional and technical help around the relevant systems to users worldwide by (not exhaustive) :
• Ensure correct calculation of Volume Credit and Markup
• Ensure platforms admin in relation with system providers, both internal and external.
• Dealing with STP (straight through processing) issues.
• Work within the 24x7 'follow the sun' set up.
• Conform to all internal policies and procedures.
• Manage customer relations when dealing directly with both internal and external users of the systems.
• Assist members of team (business or technical analysts)

Mandatory Skills Description :

Nice-to-Have Skills Description :