Description Job Posting Title: Equity Trading Systems Support Engineer (Portfolio Trading) Location: NYC FULLTIME Detailed Description The High Touch Tradeplant group s role is to provide a physical presence on the trading floor (or equivalent user location) on a rotation basis. Team members will be required to provide coverage which may require shift and weekend work. The primary responsibility will be supporting the front office Fidessa Equity Trading Systems, but may also require providing support to additional businesses through their presence on the Trading Floor(s). The following applications are supported by this team: EOM (Portfolio Order Mgt for Sales & Trading), TORRO (Portfolio Post Trade Booking, Allocation & Client Reporting), GRAPES (Portfolio Manual Execution, Post Trade Booking, Allocation, Client & Tape Reporting), & GXFM (Guaranteed Exact Flow Monitor & Special Settlement Flow). Key Responsibilities Putting in place support procedures and SLA 's for the above applications. Management of the end-user client relationship on a day to day basis. They are the point of escalation for the business. This group provides the detailed knowledge of the applications detailed above. For example, they should be able to use the application User Interface as an expert user would, but would not typically being able to read and understand the application code. Where a separate Investigations team exists, there is still a duty on this team to perform appropriate problem solving tasks before passing to another team. Problems which cannot be resolved via the application screens or supporting tools should be passed to the relevant team as this would impact the capability of Client Facing to provide user support. Ability to maintain strong relationships with ML internal support functions (eg front office control, networking groups, etc.) Involvement in a rotation to ensure adequate coverage across for all desks. Hours of coverage required are 0730-1800. Overnight batch support for some applications is also required. Weekend or after hours working to support critical business initiatives such as application deployments, infrastructure changes, Industry-wide tests, or Disaster Recovery tests. Functions Problem management/resolution Resolving user-based queries (eg missing trades, etc.) Update and manage problem tickets appropriately. Own all issues raised through to closure regardless of which team or Vendor ultimately resolves the issue. Raise defect reports to development team or Vendors (where appropriate) for code amendment. Maintaining a knowledge base of known defects and issues, process, techniques etc. Report fixing/custom report generation (these reports should be simple reports). More complex reports (eg ones that require code changes or will take a substantial amount of time to produce) should be passed to the relevant Application Infrastructure, Investigate or Defect Fixing/Build teams. Advanced user configuration options. Support and use of advanced application functions at request of users. Performing post release testing after application upgrades and/or releases. Performing desktop testing on disaster recovery environments. Break-glass access to edit application data Should be aware of restrictions set forth by audit and adhere to them. Required Skills Understanding of UNIX, SQL, scripting. Ability to recognize and build good process. Very good communications skills, with the ability to diffusing volatile situations - avoids emotional language and outburst. Analysis and investigation skills, with a structured approach to problem solving. Must be able to work under their own initiative. Understanding of the equities business (inclusive but not exclusive: securities processing, order management, position and P&L management, etc.) Portfolio business knowledge a plus. Success Criteria Good rapport with the users - positive feedback Minimum intervention/assistance required from other application investigation operate groups on this desk s problems High degree of availability and performance of the applications managed by this team.
Apply to this job
Thursday, December 24, 2009