We are looking for an experienced Trading Technology Support Specialist.
You will work alongside the Professional Services team in deploying and supporting electronic trading solutions built using the RA Platform development framework.
As a Trading Technology Support Specialist you will play a key role in driving the reputation of support services and helping leading financial organizations manage their business-critical trading infrastructure.

Our client delivers financial institutions a complete electronic trading environment that gives control and flexibility in developing high-speed, low-touch, protocol and asset class agnostic systems. Offices are located in Prague, London and Auckland.

Key Accountabilities:

• Providing service management support to the customers within an SLA framework.
• Providing an escalation point to the customers for service problems.
• Maintenance and management of toolsets and Knowledge Base content.
• Embedding and driving compliance with policy and standard operating procedures.
• Driving the extraction of maximum value from service contracts including partner performance.
• IT operational management processes and SLAs.
• Fully understand the agreed contractual obligations within the support contract. (SLA’s, 24*5 arrangement, Priority classifications, service credits, exceptions, etc.).
• Delivery against change control and request management processes.
• Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the ongoing improvement of service levels.
• To lead the continual development and improvement of the support team with customer focus being a priority.

Key Responsibilities:

• Providing regular incident updates to the RA team and customers concerning open incidents.
• Developing, coordinating, and promoting incident management activities across the whole of Support and Development.
• Taking responsibility for the effective functioning of the Incident Management processes across all support areas.
• Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3 rd parties in order to resolve issues.
• Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups.
• Ensuring effective and rapid response to Major Incidents.
• Ensuring that any service breach is suitably recorded and described before it is closed.
• Producing metrics for service performance and customer satisfaction.
• Ensuring regular reporting on key service performance and quality metrics (in relation to incident management).
• Establish a channel for users to request and receive standard services.
• Helping users and customers to know about the availability of services and the procedure for obtaining them.
• Assist users and customers with general information, complaints or comments.

Requirements:

• Experience in the capital markets industry, either within a financial organisation (sell-side broker, trading venue, etc) or a financial technology vendor focused on electronic trading and front-office workflow.
• Knowledge of electronic trading life cycle and workflow. Good knowledge of trading technology landscape
• Prior technical training including basic scripting skill.
• Excellent knowledge of the FIX messaging protocol versions 4.2 – 5.0.
• Understanding of trade messaging workflows across one or more asset classes (equities, FI, FX).
• Track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL).
• Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk).
• Ability to work within a structured support framework (to meet SLA target).
• Software testing experience.
• Technical documentation skills.
• Good general knowledge of infrastructure, cloud, networking.
• Strong verbal and written communication skills.
• Desire to learn/be a team player who is happy to coach.