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Applications Support Analyst

Eingestellt von Resource Solutions - FTSE

Gesuchte Skills: Support, Client, Linux, Ip

Projektbeschreibung

Background

FTSE is a fast growing, high profile independent company owned by the London Stock Exchange Group. Its mission is to provide investors globally with the best index and benchmarking solutions and decision making support tools. The strategic intent of the company is to create an index business valued in excess of $3 billion by 2014, occupying a leadership position in all major developed and significant emerging markets.

FTSE is a leading provider of index data for institutional investors worldwide with over $3 trillion of assets benchmarked to FTSE indexes. Growing at over 20% each year, and working from a position of market leadership in the UK and Europe, FTSE's strategy is to increase FTSE brand awareness globally and to continue to grow its business worldwide through acquisitions and partnerships as well as organic growth.

FTSE is relied upon by financial markets globally, running the FTSE 100, FTSE MIB (Italy), Straits Times (Singapore), FTSE/JSE (South Africa) and FTSE Bursa Malaysia KLCI. The company is at the forefront of indexes for the emerging market in China, operating the FTSE China A50 which supports the leading A Share ETF in Hong Kong. FTSE also works with the world's biggest asset owners such as CalPERS, OMERS, AP2, PGGM, AP3, AP7, ABN Amro, UBS, MPF and the Futures Fund, as well as the world's largest passive fund managers, including Blackrock, State Street, Legal and General and UBS.

FTSE operates from three major centers in London, New York and Hong Kong. The company also has satellite offices in San Francisco, Paris, Milan, Dubai, Tokyo and Sydney. FTSE also has a presence in China and India as part of its strategy to establish a leadership position in major emerging markets.

THE BUSINESS NEED

FTSE has established a very strong reputation within the market place for the quality and reliability of its index products and its expertise in dealing with unusual or complex stock events is widely acknowledged. With a strong presence in the European financial markets and a rapidly growing presence in the North American and Asian markets the company is now looking to increase its market share globally and become the number one provider of index client solutions. As part of its commitment to delivering its Real Time products to its clients, FTSE provides Real Time index calculation and dissemination services with dedicated connections to FTSE Real Time index data. This is a premier service, with a requirement for extremely high levels of availability and service quality and in response to this need FTSE is looking to enhance the team that currently supports this service.

KEY FUNCTIONS AND RESPONSIBILITIES

The individual selected will work with internal IT and business staff to deliver proactive monitoring and 1st/2nd line support of FTSE's Real Time Index generation and delivery services.

The role holder will work a 4-on 4-off pattern of 12 hour shifts within the 24x7x365 Enterprise Support Services team to ensure availability of FTSE's Services the primary focus of which will be those services delivering FTSE's indices. Further responsibilities will include service reporting, continuous service improvement activities, and client communications management. The ideal candidate will be customer focused, tenacious, with a high level of attention to detail combined with strong problem solving & troubleshooting skills.

Key areas of responsibility are:

- Work with all parties to provide services to agreed SLA's and OLA's
- Proactive monitoring and management of business critical 24x7, Real Time, Legacy, data handling and data delivery applications and infrastructure to identify issues, trends and potential problem areas.
- Actively identify, log, own, and manage incidents (Incident Management).
- Manage client communications and expectations in respect to incident resolution and root cause analysis (problem management).
- Ensure compliance with FTSE's published service support and delivery processes.
- Work in partnership with our ESS Back Line, DBA Support, Infrastructure functions to ensure availability and performance of FTSE's services.
- Escalation management including tracking, recording provision of conference calls etc.
- Proactively identify inefficiencies with elements of the service and propose solutions.
- Perform scheduled proactive checks and implement routine (standard) packaged changes.
- Produce the shift handover document at the end of each shift in accordance with FTSE content and quality standards.
- Achieve a high level of customer satisfaction and capture all customer feedback.

QUALIFICATIONS/EXPERIENCE

- It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the role identified above. It is therefore expected that he or she will have:
- Degree level education in technology or an associated technical specialism or equivalent experience.
- Excellent problem solving, planning and organising skills, along with a flexible approach
- Outstanding verbal and written English communication skills including an excellent telephone manner.
- Demonstrable experience of providing customer support while working in a Real Time environment such as a trading environment.
- Extensive experience of managing client queries and problems.
- Experience using enterprise class service desk and monitoring tools.
- Linux administration (primarily RHEL).
- MS Windows Administration.
- Foundation level knowledge of networking.
- Ability to provide 1st line support for complex 3rd party applications.
- Strong experience and a good working knowledge of application and performance monitoring.
- Excellent documentation skills.
- ITIL certification and experience of working in an ITIL environment.

DESIRABLE SKILLS

- It is also desirable, but not essential, that the candidate can show relevant experience and knowledge in any of the following areas:
- Prior NOC and/or Service Desk Support experience.
- ITRS geneos Application Monitoring Tool.
- Hornbill Supportworks.
- Caplin and or Kalahari applications.
- Market Data Platforms (Reuters RDF/RMDS, Infolect, Bloomberg, Marketlink).
- Linux Shell Scripting.
- ZenOSS Monitoring tool.
- Market data provision, contribution and distribution services.
- Knowledge of enterprise class IP infrastructure (Routers, Switches, Firewalls).
- (Interacting with) Global data vendors or financial exchanges.
- Web Services.

PERSONAL QUALITIES

- Strong customer service focus with a passionate desire to deliver high quality service.
- Hands-on approach with ability to deliver to commitments.
- Organised, structured, and disciplined.
- A desire to learn and improve skills and knowledge.
- Energetic, enthusiastic and with an ability to commit to the role.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Resource Solutions - FTSE