Responsibilities

Shift Rotas:

• Needs to be flexible towards working hours. Shifts start as early as 6:30am Singapore time.

Incident and Problem Management:

• Monitor the results and quality of the different software solutions and projects implemented in the organisation:
• Manage/Own P1/P2 incidents and problems end to end.
• Communicates with internal users and management over incidents and post-mortems.
• Diagnoses issues: establishes their root case.
• Initiates task force over critical incidents.
• Liaises with upstream and downstream systems support teams as appropriate.

Direct Responsibilities

• Assist troubleshoot and resolving incidents and problems on supported application.
• Monitor and maintain system health and performance.
• Develop, maintain and support Disaster Recovery plans on the weekend (bi-annual exercise).
• Improve our monitoring and alerting tools to be more proactive on incident resolution and prevention.

Contributing Responsibilities

• Monitor group mailbox, assigning/escalating appropriately.
• Adherence to Audit, Compliance and Risk guidelines.

Knowledge Management and Documentation

• Documents support procedures on wiki.
• Provides support to end-users on how to use the application.
• Ensures Follow-the-Sun and regional support teams are continuously trained as required.
• Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.

Continuous Service Level improvement

Oversee the development of Proof-of-Concept/ solutions and provide technical expertise on the development of software and platform features, ensuring that appropriate security and risk factors are considered:

• Ensures that all application support logs are fit for purpose, ie meaningful and actionable;
• Actively seeks reduction of dependency on manual interventions by support staff
• Implement self-recovery and automated detection of incident leveraging on learnings from past incidents.

Technical & Behavioral Competencies

Financial competencies:

• Good business knowledge of Rates, FX and Credit business and other fixed income products.
• Willing to learn and go outside the perimeter of knowledge.

Technical Competencies:

• Proficient in python and SQL
• ITIL basic knowledge or understanding between incident tickets and problem tickets.