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Production Support / Markets Support for GFF-SET APPS

London, , United Kingdom

Job Description:

Job Title: Production Support / Markets Support for GFF-SET APPS

LOB: Global Technology & Operations

Corporate Title: Up to AVP

Location: London

We are seeking a Production Support / Markets Support to join our established team based in London. This role is required to work closely with GFF business, vendor and stakeholder to provide technical support for our Futures Electronic Trading Platforms.  The role is permanent due to the need to establish and develop relationships with the internal and external stakeholders, and gain product and process knowledge across our in-house and vendor venues and

applications.

The individual will be responsible in providing technical support to front office electronic trading applications in the Electronic Trading domain, as part of our GFF team based in EMEA. 
 

Responsibilities will include but not limited to:

  • Start of week application health checks and continuous monitoring of Bank’s GFF platform.

  • First point of contact for production issues on the Trading Floor for GFF global users.

  • Assist GFF desks with all queries regarding their trading applications.

  • Managing production incidents and ensuring sufficient communication to provide regular updates to user base during a service outage and escalation/follow-up on issues to appropriate technical resources.

  • Vendor engagement: Escalating and engaging the application vendor during production outages, Ensuring timely updates on reporting incidents, Quarterly review of major production outages & key projects and Ensuring vendor adherence to exchange and firm mandates and compliance guidelines.

Incident Resolution:

  • Acts as the first point of support for application incidents

  • Builds relationships with the Application Development Team

  • Receives and logs calls from clients using appropriate processes, procedures and technology

  • Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact

  • Highlights functionality issues to developers

  • Assists in the translation of solutions into technical requirements

  • Develops and utilizes appropriate tools to perform work

  • Raise defect reports to the development team for code amendment

  • Maintains a knowledge base of known defects and issues, process, techniques

Client Relationship Management:

  • Clearly understands client’s business he or she is responsible for and recommends, provides, and supports application service that best fit client’s current and future needs

  • Communicates status with end users at all times

Continuous Improvement:

  • Contributes to continuous improvement

  • Proactively supports knowledge sharing

  • Is responsible for tracking change requests and high severity incidents in accordance with defined service levels

Advanced Application functions:

  • Report fixing/custom report generating

  • Advanced user configuration options

  • Support and use of advanced application functions at request of users

General:

  • Participation in rotation to ensure adequate coverage across all desks. Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri

  • Weekend working to support critical business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests. There will be on-call support on Saturday every 5 weeks, and on-site support on Sundays once a month

The Team:

The EMEA GFF Support team is responsible for providing end-to-end support to all applications used by Sales, Trading and their support services in the GFF business. The team supports a fast growing electronic business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firm’s revenue generating abilities. An effective teammate commonly exhibits the following behaviours:

  • The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly

  • An independent sense of motivation to continuously improve themselves and their environment

  • An intuitive problem solving ability which leads to solution alternatives that reflect the team member’s diverse foundation of knowledge, skills and experiences

  • The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents under significant pressure from multiple stakeholders

  • Proactive knowledge sharing and cross training with global team members and our partners in business and development groups

  • Excellent organizational and communication skills with strict attention to detail to properly report and track application defects and enhancement requests

Essential Skills

  • GFF Trading Support experience

  • Knowledge GFF markets and the mainstream products in use

  • Confident technical knowledge: Unix/Linux; Database (Sybase/SQL/Oracle), Perl, Shell scripting, Infrastructure

  • Experience in Monitoring & Alerting, and Job Scheduling systems

  • Exposure to Market Data Technologies such as Tibco RV, Reuters, RMDS

  • Confidence when dealing with internal user base (Sales & Trading)

  • Client relationship/service management experience

  • ITIL understanding

Personal Attributes Required

  • Proactive, able to multi-task and work on own initiative

  • The ability to work in a high pressure environment

  • Excellent time management skills

  • Understanding the needs, requirements and the pressures the users are under

  • Able to prioritize continually to ensure that service levels are adhered to

  • Excellent verbal/written communication skills

  • Problem solving skills both technical and business related

  • Ability to work as part of a team

Desirable Skills

  • Knowledge of FIX API configuration and / database queries / FIX log analysis

  • Experience of dealing directly with hedge fund and/or institutional clients

  • Awareness of Single-bank GFF e-commerce platforms and their functionality

  • Knowledge of Multi-bank GFF vendor platforms

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Job Band:

H6

Shift: 

Hours Per Week:

35

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Title: Production Support / Markets Support for GFF-SET APPS

LOB: Global Technology & Operations

Corporate Title: Up to AVP

Location: London

We are seeking a Production Support / Markets Support to join our established team based in London. This role is required to work closely with GFF business, vendor and stakeholder to provide technical support for our Futures Electronic Trading Platforms.  The role is permanent due to the need to establish and develop relationships with the internal and external stakeholders, and gain product and process knowledge across our in-house and vendor venues and

applications.

The individual will be responsible in providing technical support to front office electronic trading applications in the Electronic Trading domain, as part of our GFF team based in EMEA. 
 

Responsibilities will include but not limited to:

  • Start of week application health checks and continuous monitoring of Bank’s GFF platform.

  • First point of contact for production issues on the Trading Floor for GFF global users.

  • Assist GFF desks with all queries regarding their trading applications.

  • Managing production incidents and ensuring sufficient communication to provide regular updates to user base during a service outage and escalation/follow-up on issues to appropriate technical resources.

  • Vendor engagement: Escalating and engaging the application vendor during production outages, Ensuring timely updates on reporting incidents, Quarterly review of major production outages & key projects and Ensuring vendor adherence to exchange and firm mandates and compliance guidelines.

Incident Resolution:

  • Acts as the first point of support for application incidents

  • Builds relationships with the Application Development Team

  • Receives and logs calls from clients using appropriate processes, procedures and technology

  • Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact

  • Highlights functionality issues to developers

  • Assists in the translation of solutions into technical requirements

  • Develops and utilizes appropriate tools to perform work

  • Raise defect reports to the development team for code amendment

  • Maintains a knowledge base of known defects and issues, process, techniques

Client Relationship Management:

  • Clearly understands client’s business he or she is responsible for and recommends, provides, and supports application service that best fit client’s current and future needs

  • Communicates status with end users at all times

Continuous Improvement:

  • Contributes to continuous improvement

  • Proactively supports knowledge sharing

  • Is responsible for tracking change requests and high severity incidents in accordance with defined service levels

Advanced Application functions:

  • Report fixing/custom report generating

  • Advanced user configuration options

  • Support and use of advanced application functions at request of users

General:

  • Participation in rotation to ensure adequate coverage across all desks. Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri

  • Weekend working to support critical business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests. There will be on-call support on Saturday every 5 weeks, and on-site support on Sundays once a month

The Team:

The EMEA GFF Support team is responsible for providing end-to-end support to all applications used by Sales, Trading and their support services in the GFF business. The team supports a fast growing electronic business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firm’s revenue generating abilities. An effective teammate commonly exhibits the following behaviours:

  • The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly

  • An independent sense of motivation to continuously improve themselves and their environment

  • An intuitive problem solving ability which leads to solution alternatives that reflect the team member’s diverse foundation of knowledge, skills and experiences

  • The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents under significant pressure from multiple stakeholders

  • Proactive knowledge sharing and cross training with global team members and our partners in business and development groups

  • Excellent organizational and communication skills with strict attention to detail to properly report and track application defects and enhancement requests

Essential Skills

  • GFF Trading Support experience

  • Knowledge GFF markets and the mainstream products in use

  • Confident technical knowledge: Unix/Linux; Database (Sybase/SQL/Oracle), Perl, Shell scripting, Infrastructure

  • Experience in Monitoring & Alerting, and Job Scheduling systems

  • Exposure to Market Data Technologies such as Tibco RV, Reuters, RMDS

  • Confidence when dealing with internal user base (Sales & Trading)

  • Client relationship/service management experience

  • ITIL understanding

Personal Attributes Required

  • Proactive, able to multi-task and work on own initiative

  • The ability to work in a high pressure environment

  • Excellent time management skills

  • Understanding the needs, requirements and the pressures the users are under

  • Able to prioritize continually to ensure that service levels are adhered to

  • Excellent verbal/written communication skills

  • Problem solving skills both technical and business related

  • Ability to work as part of a team

Desirable Skills

  • Knowledge of FIX API configuration and / database queries / FIX log analysis

  • Experience of dealing directly with hedge fund and/or institutional clients

  • Awareness of Single-bank GFF e-commerce platforms and their functionality

  • Knowledge of Multi-bank GFF vendor platforms

Bank of America

Every day, across the globe, our employees bring a commitment to our purpose and to driving responsible growth by living our values: deliver together, act responsibly, realize the power of our people and trust the team. A key aspect of driving responsible growth is doing so in a sustainable manner, a critical pillar of which is being a great place to work for our teammates.

In line with these values, in EMEA we have 9 Employee Networks, a wide range of Sports & Social clubs, and other development and networking opportunities so that you can enjoy a range of experiences and connect with colleagues across the bank. We also offer exclusive discounts to some of the most iconic cultural experiences for you to enjoy in your spare time outside of work. Learn more about our benefits here.

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer, and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnic or national origins, age, sexual orientation, socio-economic background, responsibilities for dependants, physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements. As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.

Learn more about this role

Full time

JR-21035599

Band: H6

Manages People:

Manager:

Talent Acquisition Contact:

Radley Barco

Referral Bonus:

0

Street Address

Primary Location:
2 King Edward St, London, EC1A 1HQ