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Production Support Engineer (Charlotte, NC)
Ref No.: 18-00169
Location: Charlotte, North Carolina
Position Type:Direct Placement
  • position requires analytical skills and the ability to provide solutions to issues. The candidate must be able to work within a high-paced environment and manage multiple priorities. The team owns the holistic support of the front office technology platform globally including tactical enhancements, application upgrades, new application rollouts, maintenance and performance tuning.

    Key Responsibilities:
  • Application Support of the front office etrading platforms, including interfacing with front-office users daily
  • Troubleshooting business issues, solving problems to provide solutions to diverse infrastructure teams and the product aligned trading desks
  • Ownership and accountability for the operation, monitoring and integrity of the technology platform
  • Escalation support for the members of the team located in other regions including evenings and weekends on a rotational basis
  • Ownership and participation in the Problem and Incident management processes, being accountable for resolution, root cause analysis and technology and business reporting and communication.
  • Providing oversight for the stability of the production environment within the change management process ensuring policies are enforced and adhered to
  • Relationship management internally with the trading desks, operations teams, and other infrastructure partners
  • Navigate the wider technology organization; build relationships to manage the team's agenda with our critical technology partners.
  • Interface with external vendors and their technical support and development organizations ensuring focus to resolution of issues and strategic enhancements.
  • Proactively identify improvements and address them through independent thinking within a consensus driven team. Essential
  • experience in technology, in a production support role
  • Knowledge of operating systems, Windows and Unix with focus on Unix
  • SQL knowledge on Sybase, Oracle, and Microsoft databases.
  • Object oriented development language knowledge preferably Java a plus. Other
  • Strong research, investigation and evaluation skills.
  • Self-motivated to operate independently and make necessary decisions within the global team
  • Ability to prioritize effectively within a dynamic global environment
  • Strong team player, results oriented with a flexible approach
  • Ability to present technology concisely to the business locally and globally with a good understanding of the receiving audience
  • Central point of contact for all Derivatives Clearing/FCM applications. Provide hands-on application level 1/2/3 support
  • Develop automated solutions of support tasks
  • Work closely with our technology, operations, and business partners to analyze and resolve issues and enquiries.
  • Provide a consistently high level of client service to our business partners
  • Ensure timely and effective communication around issues to stakeholders
  • Identify gaps in current technology processes and recommend changes to ensure our SLA's are achieved.
  • Identify potential areas of risk that could pose a threat to our business
  • Perform deployments from Test to Production environment
  • Document clearly all issues and the steps taken to resolve the issue in our support knowledge base.