Customer Support eServices

Job Description

As a member of the eServices team, you will play a crucial role in delivering exceptional support to clients, ensuring smooth operations for our electronic trading platforms. This role demands a unique blend of technical expertise, strong communication skills, and a client-centric approach, all within a fast-paced, dynamic trading environment.

Responsibilities

Provide first-line support for trading platforms, managing incidents within SLAs. Drive investigations from triage to resolution, ensuring timely issue resolution. Monitor alerts and respond proactively to real-time issues. Troubleshoot FIX connectivity, order routing, and market data challenges. Analyze FIX logs and investigate order/trade activities for accurate resolution. Perform operational tasks like order lookups, cancellations, and trade exports. Effectively communicate during incidents and manage stakeholder expectations. Build and maintain strong relationships with clients and internal teams. Stay updated with end-to-end trading workflows for efficient support. Support the global shift model with clear and effective handovers.

Qualifications

2-3 years of experience in financial services support, ideally in banking, IDB, exchange, or clearing. Experience with FX, Rates, or Credit products is essential. Proven FIX API troubleshooting skills are a must. Understanding of trading workflows and the trade lifecycle is crucial. Exposure to deployment or networking is an advantage. A demonstrated interest in low-level system architecture, including infrastructure, networking, and platform internals. Strong problem-solving and analytical abilities are key. Excellent multitasking and prioritization skills, especially in time-sensitive environments. Proficiency in Microsoft Office tools, with familiarity in Confluence, Dynamics, Teams, and Salesforce being desirable. Awareness of AI tools for workflow efficiency is a plus.