Client Services Representative

  • Competitive
  • Singapore
  • Permanent, Full time
  • FIS Global
  • 19 Nov 17 2017-11-19

Client Services Representative

Responsibilities & Requirements:

  • Troubleshooting of production issues on client trading systems - GUI installed on Windows, backend processes hosted on Linux servers and SQL database.
  • Troubleshoot and resolve issues detected on the real time monitoring system.
  • Interact with clients and various internal teams to understand and resolve reported issues in a timely manner.
  • Maintain client monitoring setup to adapt to new issues.
  • Execute service requests within the assigned due date.
Qualifications
  • Plan, review and execute internal projects and migrations.
  • Participate in the change management and handover processes for production systems.
  • Undertake UAT testing to reproduce and report issue to the development team.
  • Regularly update the knowledge base with new issues, procedures, planning.
  • Escalate potential issues internally to ensure they have been addressed by the responsible teams.
Knowledge/Experience:
Essential Experience:
  • Proven track record in application support with 2-5+ years of experience.
  • Proficient in Microsoft Windows and Office suite of applications.
  • Linux commands and SQL knowledge.
  • Desirable but not a must:
  • Financial markets and equities trading systems knowledge.
  • Exposure to network level troubleshooting.
  • Exposure ITIL service level management and incident Management
  • Shell/Perl scripting.
Skills:
Essential Skills:
  • Business level English.
  • Ability to mentor and share knowledge.
  • Strong team player attributes.
  • Strong analytical troubleshooting skill.
  • Desirable Skills:
  • Autonomous, self-motivated and willingness to learn, ability to work under pressure and remain calm.
  • Ability to handle stressful situations such as heavy workload, deadline pressure, high-impact production issues, long hours.
  • Self-disciplined and conscientious work ethic.
Working hours:
  • Work in shifts covering 7am to 7pm (7am to 4pm and 10am to 7pm)
  • Rotating Weekend and PH assignment, once every 4-5 weeks.