Production Support / Customer Support Analyst

  • Competitive salary package
  • Hong Kong Hong Kong Hong Kong HK
  • Permanent, Full time
  • BGC Capital Markets (Hong Kong) Limited
  • 08 Mar 18 2018-03-08

The Production Support team (eOps group) provides first level of support to all of the Front Office Trading applications used by our customers supporting the whole front to back life cycle across all Asset classes for all of the BGC and GFI brands. eOps is a Global Operation with staff in the Asia, EMEA and Americas regions. The successful applicant is required to become familiar with the BGC technologies and bring new ideas on how things can be improved. 

Key responsibilities: 

  • Prioritisation of issues to ensure timely resolution
  • Efficient communication of outages to business and customers (internal Brokers and external Traders)
  • Onboarding customers
  • Static data maintenance
  • Troubleshooting internal and external customer issues
  • Communication and co-operation with customers
  • Integration projects – GFI/BGC technology
  • Reporting and regulatory requirements
  • Ensuring all staff receive necessary training.
  • Motivation and leadership of staff members

Key requirements:

  • Previous experience supporting electronic trading systems and trade capture.
  • Ability to deliver and understand the importance of customer service excellence, face to face and by telephone.
  • Good knowledge of Financial Markets (Fixed Income, Foreign Exchange, Derivatives, Futures.)
  • Meeting BGC users with sales representatives. Must be technically aware and have strong communication and interpersonal skills to deal with and manage people a variety of people.
  • Liaising and meeting with customer IT contacts including internal customers as well as major financial institutions.
  • Good understanding of Network Connectivity.
  • Strong Unix admin skills.
  • SQL
  • Good understanding of FIX Protocol
  • Experience of High Frequency trading
  • Exchange connectivity experience
  • Understanding of STP trade flows (RTNS, Icelink, ION, Markitwire etc)
  • Good working understanding of Windows and associated suites.