Dealing Room Support Engineer Dealing Room Support Engineer …

Westpac
in Singapore
Permanent, Full time
Last application, 25 Nov 20
Competitive
Westpac
in Singapore
Permanent, Full time
Last application, 25 Nov 20
Competitive
Dealing Room Support Engineer will act as a first point of contact for all Financial Markets IT related issues. He/she needs to have experience working in a dynamic and fast paced dealing room environment sitting together with traders; strong technical skillsets across windows desktop environments, analytical and problem-solving skills to investigate root cause.

Coordination of technical Support:

  • Dealing Room Support Engineer will act as a first point of contact for all FM IT related issues
  • Investigate, diagnose and resolve incidents and problems using Service Now (SNOW) in reference to the ITIL Framework liaising with 3rd line teams to ensure timely resolution of complex IT issues, to ensure smooth delivery of service to the business
  • Managing support enquiries reported by FM team and actioning service requests
  • Provide 1st level Market Data Support (Bloomberg and Reuters Products) as well as voice, Video conferencing and IPC Turret Support
  • Resolve desktop based issues for a suite of FM systems such as Calypso, Murex, DCPK etc
  • Co-ordinate with various external vendors in terms of support and delivery.
  • Managing and Coordinating software installation, application configuration, hardware deployments and procurement duties as required
  • Responsible for providing 1st and 2nd line end user support for workspace technologies such as Desktop, Email, telephony and Mobile
  • Provide 1st level application support in house and external
  • Delivering projects, service improvements and being able to manage demanding stakeholders’ expectations will be key part of this role
  • Coordination with Regional counterparts as required for FM IT related issues – ASIA, EMEA

Incident and problem management:

  • Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to benefit of the customer
  • Log, correctly classify and keep current all problems via the incident management system, to ensure the integrity of call data and problem management analysis
  • Responsible to co-ordinate and triage issues to 2nd level application, infra, network and Service Desk Teams

Best practice and compliance:

  • Enter allocation of assigned time accurately to ensure the time recording system accurately reflects project assignments
  • Process all calls via phone and e-mail in line with the current call logging procedures, call priorities and escalation procedures to promote best practice
  • Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner
  • Identify service improvement initiatives, to ensure process improvement
  • Ensure knowledge is documented for individual and team benefit and promote best practice
  • Follow FM Support scope and work with integrity to ensure business expectations are met

Service delivery:

  • Maintain a professional approach, to ensure a high level of call quality and service delivery
  • Accountable for achieving individual KPSs specific to the dealing room area to ensure the defined internal KPIs are achieved
  • Participate in ad-hoc projects/initiatives

Technical Skills:

  • Good working knowledge of Microsoft based applications (Office 365)
  • Experience in Windows 10 desktop O/S environments
  • Good working knowledge of hardware (HP, Ricoh, Toshiba, Apple, Microsoft)
  • Voice/Telephony Support – Avaya, IPC turrets, recording
  • Mobile devices (Ipad, Iphones) and MDM knowledge
  • Good understanding of VPN/ Citrix
  • Active directory and SCCM knowledge
  • Experience in supporting 3rd party FM applications (360T, Barx, RTNS, EBS, CitiVelocity, Murex, ION, Calypso, Bloomberg, Eikon)

Soft Skills:

  • Assertive, Confident and proactive
  • Customer Service Orientated
  • Excellent oral and written communication skills
  • Team player with positive attitude
  • Ability to work unsupervised

Qualifications and Experience:

Experience:

  • Minimum 3 years working in a dynamic and fast paced dealing room environment sitting together with traders is essential
  • Experience in supporting multi sites across Asia
  • Successful applicant must come from a banking environment with proven experience
  • Strong technical skillsets across windows Desktop environments
  • Strong analytical and problem-solving skills to investigate root cause

Education:

  • Degree/Diploma in IT or equivalent
  • ITIL certification would be an advantage
  • Industry recognised IT certifications i.e. Microsoft is desirable
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