Service Desk Analyst - 5600

The Role:

We are seeking an Service Desk Analyst to join the Agency Trading business division, an exciting role that provides electronic trading platform support across global derivatives markets. The chosen candidate will join our specialist Business Desk and will develop an in-depth understanding of the applications, component architecture and trade processing.

The trading platforms are Windows and Linux based and comprise of various cutting edge components to create the Order Management System (OMS). The OMS facilitates real-time trade execution across multiple exchanges, supporting many order types and offering advanced functionality. Our support teams work directly with traders and trade support technicians at well-known market leading brokerages and financial institutions.

Key Responsibilities

• Providing monitoring/phone/email to clients within a strict Service Level Agreement (SLA)
• Taking ownership on technical issues escalated from business desk relating to application issues/behavior or market information
• Incident management; seeing issues through to resolution; including post incident review processes to implement service improvements
• Problem management; the candidate must demonstrate logical thinking to identify and resolve technical issues expediently
• Ensure customers are kept updated on ongoing issues in line with SLA assignment
• Adhere to the group and company policies for performing work and maintaining records.
• Contribute to the improvement of working procedures and systems
• Ensure feedback is presented both accurately and professionally. The candidates will be dealing with complicated incidents and difficult customers.
• To maintain an in-depth understanding of our customer environments and architecture
• Perform change management such as installations, upgrades and contract configurations as required, with attention to detail to always maintain accuracy
• Identify process and procedural improvements across all service delivery facets

Required Skills, Qualifications and Experience

• You have at least 3 years of IT Client Services experience supporting mission critical systems;
• You understand ITIL concepts, and have worked in an environment which is delivered to an IT standard (e.g. ITIL, ISO, SSAE 16);
• You have experience in supporting systems in a Windows server environment (W2003 - W2012);
• You demonstrate a good understanding of TCP/IP skills, required include the understanding of IP addressing and simple routing and basic network troubleshooting;
• You have basic SQL knowledge.
• You have excellent communication skills and you speak English, Mandarin and/or Cantonese;
• You have an exceptional eye for detail and focused on getting things right first time;
• You are eager to work in a fast-paced environment which is always looking to develop, expand the product portfolio and adapt to new technologies.
• You display a strong understanding of electronic derivatives trading and understand the major derivatives exchanges.
• Experience providing support in a broker desk environment;
• In-depth understanding of an OMS, working in an electronic trading environment;
• You possess a degree in IT/Computing.

About us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world. 

Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.

At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.