Job DescriptionThe Vice President, Application Support will oversee a dedicated team, ensuring timely and effective support for our clients. This role involves managing incidents, driving investigations, and collaborating with internal and external stakeholders. The successful candidate will have a strong background in financial services support, with a focus on FX, Rates, or Credit products, and experience in FIX API troubleshooting.
Responsibilities- Lead and manage the eServices team, providing first-line support for our electronic trading platforms.
- Ensure timely incident management and resolution, owning and driving investigations.
- Proactively monitor and respond to alerts and issues in real-time.
- Troubleshoot FIX connectivity, order routing, and market data issues, analyzing FIX logs.
- Perform operational tasks and provide trade-related support, including order lookups and cancellations.
- Maintain effective communication during incidents, managing stakeholder expectations.
- Build and nurture relationships with clients and internal teams, ensuring a high level of client satisfaction.
- Maintain a deep understanding of end-to-end trading workflows and the trade lifecycle.
- Support the global shift model, ensuring smooth handovers and coverage.
- Drive continuous improvement initiatives, including automation and AI adoption, to enhance support efficiency.
Qualifications- A minimum of 2-3 years of experience in financial services support, preferably in a banking, IDB, exchange, or clearing environment.
- Proven experience across FX, Rates, or Credit products, with a strong understanding of trading workflows.
- Expertise in FIX API troubleshooting and a solid grasp of trading applications and market data systems.
- Excellent problem-solving and analytical skills, with the ability to work effectively in a time-sensitive trading environment.
- Strong communication skills, both technical and business-oriented, to engage with clients and internal teams.
- Proficiency in Microsoft Office tools and a working knowledge of networks and protocols.
- Familiarity with Confluence, Dynamics, Teams, and Salesforce is preferred.
- Awareness of AI tools and their potential for workflow efficiency is an advantage.
- A client-focused and relationship-driven approach, with a calm and composed demeanor under pressure.
- A commitment to continuous improvement and a collaborative mindset in a global team environment.
