Support Engineer

Negotiable
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PLEASE CONTACT

JAMES HILTON

Support Engineer, Hybrid + Performance Bonus


A hedge fund investment specialist based in London is looking for an experienced Support Engineer with an in-depth experience in 1st & 2nd line Application support for multiple applications. This role offers an outstanding work/balance with only 2/3 days per week in the office and comes with a highly competitive compensation package and annual performance bonus.
This is a unique opportunity to gain challenging and exciting experience in a role that covers a wide range of asset classes traded by five specialist investment engines, working closely with Business users across Front, Middle & Back-office business teams.
You'll be responsible for resolving complex business-critical issues and requests, maintaining systems’ integrity, and ensuring all queries are recorded, completed, or escalated appropriately to reflect their time criticality. You should have excellent customer-facing skills with an appreciation of the value of communicating with stakeholders, particularly during high-pressure situations.


Responsibilities:

  • As the Initial point of contact for issues raised by all business stakeholders, identify how cases should be processed
  • Timely communication to stakeholders to ensure they stay informed of issue progress and within the technology teams to facilitate resolution
  • 1st and 2nd level application support for business systems with escalation to the software development team, Infrastructure technology teams, end users, or third parties as appropriate
  • Recording and taking ownership of issues using available tools and following through to successful resolution
  • Input to the configuration of workflows and SLAs of our ticket management system
  • Writing SQL scripts to resolve user queries, testing, and scheduling weeknight or weekend releases
  • Incident and Problem management, including input to post-incident reviews and resolution of follow-up tasks
  • Analysing the risk & impact of various tasks and prioritising them
  • Monitoring business systems and creating modifying monitoring alerts. Influencing the development teams to educate on monitoring best practices and provide
  • Supporting the end user to ensure continuity of the Production, UAT & Development environments
  • Test and implement bug fixes or enhancements in Dev, Test, and Live environments
  • Implementing change controls on the production estate
  • Prepare and distribute release notes
  • Participate in Disaster Recovery planning, updating run books, and DR tests
  • Ensure that all procedures and policies are up to date in the knowledge base and are available for use by all members of the team
  • Work with internal and external auditors
  • Develop into a go-to person in the team for colleagues and stakeholders
  • To excel and add value to all aspects of this role
  • Ability to provide concise, technical reports to management upon request
  • Provide on-call or out-of-hours support as the business requires
  • Identification of recurring issues that require development effort and the escalation and prioritisation of those items


Problem-Solving Capability:

  • Self-organised with the ability to effectively manage time across multiple incidentsrequests and with competing business demands and priorities
  • Focused on delivering value to the business with relentless efforts to improve the process
  • Strong interpersonal skills; able to establish and maintain a close working relationship with various Business & Technology teams
  • A meticulously accurate approach to data entry and results review is necessary. Great attention to detail
  • Ability to quickly pick up on new concepts with the potential to develop subject matter expertise, a curiosity to understand IT and business concepts


Desirable Skills:

  • Database: Good SQL scripting skills with MS SQL Server or Oracle
  • Operating Systems: Windows 10, Windows Server 2012 or above, UNIX or Linux
  • Application: Experience in or support of Trading, Portfolio Management, Risk, Settlements, and Reconciliation applications
  • Market knowledge: good working knowledge of financial markets and instruments, with broad asset class understanding, through previous experience within the financial services sector.
  • Experience with the .Net ecosystem
  • Scripting skills – Unix, RegEx, PowerShell
  • Prior experience working with:
    • ServiceNow, Zendesk, Atlassian Confluence & Jira
    • Nagios, Splunk, ELK stack, Grafana
    • Bit Bucket, Git, Octopus
    • IBM MQ, MSMQ, Kafka
    • Automate Enterprise (Help Systems)
    • Salerio (COR Financials)
    • Fund Manager (Linedata)
    • SWIFT Message Types
    • Bloomberg Terminal and Data feeds


The role offers comprehensive, firm-wide employee benefits, including competitive holiday entitlements, pension, life, group sick pay, enhanced parental leave, and long-service leave. Additional benefits are tailored to local markets and may include private medical coverage, discounted gym membership, and well-being programs.

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.

 

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