Reporting to the Regional Manager for SDS (System Delivery Solutions) Zurich, the role is for a front office and e-Commerce support group which has an opening for an individual to support the proprietary technology of the FX products business. This role involves maintaining the stability and consistent availability of their proprietary pricing, tallying, order and risk trading systems, and liasing with the various functional teams responsible for supporting other trader used technologies. Their primary customers are internal front, middle, and back office staff as well as the bank s external clients. This is not a help desk position, but rather a second level application support role that entails collaboration with proprietary software development teams (third level,) call management/tech support desk and production system support teams (first level: very limited,) our extensive user base, and the resources of our global team. Swiss specific applications for the Swiss Secure Zone are also a responsibility. As well as proprietary application production support, other work will involve the management of production infrastructure, web engine infrastructure, automation of processes, scripting, server configuration/metrics and QA testing - all in relation to the applications and dependent processes running on our internal systems. While support functions are generally limited to specific proprietary applications, team members will gain breadth of knowledge of dependent systems from front to back, from both an operational view as well as a product view.
The candidate would have the ability to develop their business or I.T. based skills depending on their preference. The individual would be expected to show natural flair and ability, which would then lead to greater responsibility. New team members receive training to enhance their understanding in both the business and the core-technologies used within the team. Individual assessments are performed to identify these areas and are incorporated into new team member training as required.
Functional: The individual would be expected to contribute ideas to improve working practices and standardswithin the group. We would also expect an individual to be innovative when problem solving technical issues.
The candidate must always behave in a professional manner and adhere to bank policies Individuals must be self-starting and possess excellent technical, verbal and written
communication skills. Strong interpersonal, with some leadership and organisation skills are
expected, as is the ability to work in both independent and collaborative modes. Active
participation in weekly team meetings and global video conference calls is expected of everyone.
Product and Process Knowledge:
Team members troubleshoot and diagnose unexpected errors and output, bugs and anomalies with these specific applications and perform analytical investigation to determine source of failures. Upon identification, individual is required to make intelligent judgement calls to provide immediate resolution to problem, while later following through with long term permanent fixes, when appropriate. Immediate escalation to appropriate groups outside of team is often part of the equation. Ownership of problem/issue is critical to success.
Strong Unix (solaris) skills
Unix / Linux shell scripting
Internet technologies, Firewalls (good understanding)
Networking skills, including IP routing (good understanding)
Oracle/Sybase - SQL knowledge
Web server (apache / tomcat)
Perl/Java programming (desirable)
Messaging knowledge eg MQ Series knowledge, Nirvana, EMS, 29 West
Contribution:
When working with our clients, reliability, responsiveness, assurance and empathy are essential to ensure that the team maintains it s excellent reputation for delivering courteous and efficient service. The ability to manage a tense situation and to embrace ownership of problems and opportunities are both a must. We support a trading environment that is always active in some part of the world. Our team is deployed to cover all major time zones. While team members predominately support local users, they have a responsibility to provide their services to our global customer base.
In addition there will be special support requirements to ensure a professional service is delivered:
Support Analysts provide support and management of proprietary trading software around the world, working as part of a global team of about 20 individuals. This software is specific and exclusive to the Foreign Exchange Cash and Collateral Trading business line and is distinct from standard desktop applications supported by other teams.
