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Single Dealer Platform Support Analyst

Eingestellt von Randstad Sourceright - Societe Generale

Gesuchte Skills: Support, Client, Sql, Linux

Projektbeschreibung

As a member of the Alpha service production support team, based in London, you will join the Production Services team (ITEC/PRD/EMA), which manages the service support within the European, Middle-East and African branches of the organisation.

You will support the Alpha Single Dealer platform provided by Société Générale for both internal and external users.

ENVIRONMENT:

Within Société Générale Global Banking and Investor Solution organisation, the Information Technologies Department (ITEC), provides information systems to support the banks users, both internal and external. Around the world, ITEC manages high quality and competitive tools respecting technology and cost standards.

Based in London, you will join the Production Services team (ITEC/PRD/EMA), which manages the service support of its users in the European, Middle-East and African branches.

You will be based alongside your main clients, production and project teams.

ROLE:

As a support analyst in a dynamic environment, you will support the Alpha service users of the Investment Banking Division. Your user base is mostly in Europe and consists of Front Office and external Client Support teams.

You will work with distributed support and development teams to provide a global, 24 x 5, service.

RESPONSIBILITIES:

Your main responsibilities will be to:

- Ensure the continuity of the business, building strong relationships with the local helpdesk-support team, the infrastructure teams, and the other production (PRD) teams in the regions, EMEA, Americas, Asia.
- Guarantee a high level of service & quality by industrialising the different processes and participating in local and global projects.
- Have direct contact with external Client Technical Support teams.
- Make available the knowledge of the local activity by promoting and updating specific documentation
- Take part to transversal initiatives across ITEC/PRD/EMA
- Identify improvement axis and lead/propose transformation of existing processes both for the business or our production services activities.

IN A NUTSHELL:

THE ASSIGNMENT IN A NUTSHELL:

- Support the trading business, maintaining daily contact with Front Office users, monitoring of the services dedicated to the electronic market.
- User training: ensure knowledge of traders and sales is up to date
- Manage all incidents raised by the users or external Client Support team up to their satisfactory resolution
- Analyze the incidents thoroughly (logs analysis, etc).
- Escalation of incidents to appropriate support team (support level 2), development teams (support level 3) and Production Services team when required. Liaise with relevant IT teams regarding new functional and technical enhancements.
- Within this client-driven and service oriented role, your excellent analytical skills and ability to summarise key messages, good communication skills, adaptability and self control will enable you to succeed.

INTERNAL & EXTERNAL CONTACTS:

- Direct contact with business users (Front Office, Middle Office).
- Frequent contact with regional (EMEA, Paris, Asia, AMER) peers
- Frequent contact with local infrastructures teams, and helpdesk team.
- Direct contact with development teams.

SPECIFIC CONTEXT :

- The SG GBIS IT systems are being re-organised and our local presence is being strengthen.
- Our London teams cover all market activities, from equity linked products to index and Forex, Leasing & Financing, M&A, etc. Businesses are also in our portfolio of application services.

EDUCATION: Graduate from University degrees and Engineers, with an exposure to Finance, you ideally have a functional knowledge in finance and global markets, more precisely on Forex products and Forex markets.

PAST EXPERIENCE:

- 2-3 years experience of support in a financial environment.
- Experience in similar domain or involving client contact will be considered.

TECHNICAL SKILLS: The Alpha Single Dealer Platform is a Windows based application with a Web based client interface, utilising Microsoft Silverlight and supported by the Nirvana Middleware service. You will have experience of supporting Windows based applications and an understanding of Unix & Linux, Windows, SQL (Microsoft), Scripting (PowerShell), Middleware (Tibco,Nirvana), Monitoring/Alerting services (ITRS Geneos), Scheduling services (AutoSys).

PERSONAL ABILITIES:

- Ability to prioritise and influence.
- "Problem solving" mindset and solution-enabler capacities.
- Very reactive, be able to work with users and solve their problems quickly under stressful situations.
- Ability to lead by example.
- Understanding of operational risk assessment.
- Support the users in every encountered problem.
- Good communication, speaking as well as in writing.
- Expect business trip to our branches (Paris and other EMEA possibly).

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Randstad Sourceright - Societe Generale