A Calypso Operations Production Senior Support Specialist is required to become a subject matter expert in strategic Back Office systems, providing Level 2 Support for Foreign Exchange, Money Market, Precious Metals and Derivatives products.
Principal Accountabilities:
Key activities and decision making areas
Typical KPIs and Target
Provide backup for our offshore L1 support organization when they are unable to resolve any issues.
Engage in developments project deliveries to ensure support issues are prioritised appropriately and that we are prepared for any new releases.
Write scripts and configure our monitoring tools to provide the optimum level of alerting and diagnostics available.
Volume of tickets resolved will vary per service.
Reduction in the number of change related incidents.
Reduction in the number of High priority incidents.
Customers / Stakeholders
Work closely with the development and business teams in the respective areas.
Work closely with other interfacing support teams.
Work closely with the other global members of the same support team. Objectives will be aligned with the rest of the department.
Attendance at various forums.
Regular communication via instant messaging through to training packs provided back to the team.
Leadership & Teamwork
Drive incident volumes down through continual process improvement to help the L1 team
Lead standardisation initiatives across the different areas supported. Reduction in incident volumes.
Analyse, compile and execute plans to standardise across the 3 different Calypso instances.
Operational Effectiveness & Control
Create, maintain and execute disaster recovery processes and procedures.
Undertake ITIL principles including Incident, Problem, Change & Capacity Management.
Adhere to Service Level Management Ensure we hit all of the business continuity targets for the respective services supported.
Improvements in the various ITIL principles metrics per service area.
Ensure the levels of service provided back to the business are maintained or improved.
Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)
The main challenge will be for the candidate to be able to multi-task across the various instances of Calypso as whilst it is the same vendor product, the way it has been implemented and the nature of the varying business lines on each of the instances requires breadth as well as depth of knowledge.
The other challenge will be to coach team members in the other global locations, Brazil, China and the US due to the remote barriers that need to be broken down.
Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
Management of Risk (Operational Risk / FIM requirements)
The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.
Also by addressing any areas of concern in conjunction with entity management and/or the appropriate department.
Observation of Internal Controls (Compliance Policy / FIM requirements)
The jobholder will adhere to and be able to demonstrate adherence to internal controls and compliance policies. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000)
Headcount reporting to this role Direct: 0 Indirect: Total: 0
Knowledge & Experience / Qualifications
BUSINESS
Treasury Product Knowledge. Must have an experience and a clear understanding of the trading, operations and revaluation processes for at least FX/MM, Derivatives Products or Metals TradingExperience of working in a high pressure environment.Team Player who shows commitment, motivation and the ability to instil a positive attitude in others.Strong Communication Skills – must be able to communicate appropriately to team, peers and senior management in both the business and I.T.Own issues through to resolution.Strong support process/procedure knowledge. Experience of implementing of such processes & improvementsTECHNICAL
In depth Calypso knowledge is a mustPL/SQL (in either Oracle or Sybase) is a mustUnix (including Unix Scripting) is a must
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