Trade Application Support Manager (FX Options)

About Business line/Function:

Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects. 
 CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, global and secured environment, to speed up delivery and time to market. CIB ITO Production manages operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery scope comprising of Global Markets, Global Banking, Client & Employee, ALM&T, Regulatory & Control IT and BP2S. 

Position Purpose

The team is responsible for managing and supporting key applications used by front office traders end-to-end. This covers electronic execution, pricing, client facing, electronic commerce, risk & PnL, reporting, booking, trade processing, referential, analytics, regulatory and surveillance.The Global support team is split across 5 sites London, Singapore, Mumbai, Montreal and New York looking after a group of applications: trade execution, pricing, trade capture, trade processing, risk & pnl, reporting and post trade.

While functionally reporting to Mumbai team and administratively locally to Manilla, the new member will be based in Manilla as an extension of the Singapore team and join a dynamic team of close to 40 IT Application managers and production support staffs. Duties of this job offer focuses on FX and FX option back-office system for settlement and regulatory. The candidate would nevertheless be exposed to other application with duties evolving according to the team’s composition and need.

Responsibilities

As part of Global Market IT Application Production Support team (APS), this role is to provide 1st and 2nd line support for multiple systems which are used by Front Office traders worldwide. 

Our applications are used primarily by Fixed Income, Credit and ALMT & Treasury business lines covering a wide range of products: Rates, FX, options, exotics, commodities, Treasuries, credit, FX options, FXPB etc. The successful candidate will have a primary duty to specialize and build knowledge in our in-house applications used

on the product line assigned. To do this, the candidate will be responsible for the following: 

Incident and Problem Management

Monitor the results and quality of the different software solutions and projects implemented in the organisation:

• Manage/Own P1/P2 incidents and problems end to end.
• Communicates with internal users and management over incidents and post-mortems.
• Diagnoses issues: establishes their root case.
• Initiates task force over critical incidents.
• Liaises with upstream and downstream systems support teams as appropriate.

Direct Responsibilities

• Assist troubleshooting and resolving incidents and problems on supported application. 
• Active involvement with: 
  1. End users (Traders, Quant, Risk Manager, Client Services, Marketers and or Directly with External clients)
  2. eCommerce client support groups
  3. Local and Global Project Manager, Business Analyst and Developers
  4. Local and Global Infrastructure groups (DBA, Market Data, Networks, Windows Server)
  5. Auditor, Compliance
• Monitor and maintain system health and performance.
• Develop, maintain, and support Disaster Recovery plans on the weekend (bi-annual exercise).
• Participate in improving our monitoring and alerting tools for the support team to be more proactive on incident resolution and prevention.

Knowledge Management and Documentation 

• Documents support procedures on wiki.
• Owns team knowledge base on wiki for all in-scope applications.
• Provides support to end-users on how to use the application.
• Ensures Follow-the-Sun and regional support teams are continuously trained as required.
• Communicates a daily handover document to Follow-The-Sun support teams, where appropriate.

Continuous Service Level improvement 

Oversee the development of Proof-of-Concept/ solutions and provide technical expertise on the development of software and platform features, ensuring that appropriate security and risk factors are considered:

• Ensures that all application support logs are fit for purpose, i.e. meaningful and actionable.
• Actively seeks reduction of dependency on manual interventions by support staff, e.g. leveraging enterprise batch scheduling and enterprise monitoring tools.
• Implement self-recovery and automated detection of incident leveraging on learnings from past incidents.

Maintenance and enhancements 

Oversee the acquisition and development of software systems in organisational units:

• Participates to release cycles for functional validation on staging/preproduction and production environments.
• Review release and coordinate around deployment/post release checks.
• Communicates Release Notes.

Technical & Behavioral Competencies

• Must have at least 10 years of experience in Application Production Support with strong knowledge in electronic trading business, Settlement, payments and confirmations
• Must have a working knowledge in FX and FX Options
• ITIL basic knowledge or understanding between incident tickets and problem tickets. 
• Proficient in python and SQL
• Familiarity in Dynatrace, Scada , Splunk and other alternative tools 
• At least a bachelor’s degree holder in Computer Engineering, Information Technology or other related field of studies. 
• Candidate must be flexible to work outside the usual working hours. Shifts start from 5:00am SGT and end by 2:00 pm SGT.
• Candidate should be amenable with monthly weekend support (Saturday) for end of day batches, disaster recovery drill, post release checks)