Customer Support Engineer (OMS vendor)

  • 40K
  • Hong Kong
  • Permanent, Full time
  • Recruit Logic
  • 21 Mar 19

To ensure timely and high-quality responsiveness on front-line (Level 1) support desk in Asia.

Key Responsibilities:

  • Work with business as 1st level technical contact, understand and analyze product related problems and work towards the resolution.
  • Work with regional broker-dealers and exchanges on behalf of our clients to resolve trade-related issues via FIX protocol.
  • Actively identify incidents and manage incident resolution process
  • Work with appropriate support providers to analyze root cause and provide permanent fix or temporary workaround.
  • Escalate issues on a priority basis
  • Proactive monitoring and management of business-critical systems, legacy applications, data handling and data delivery infrastructure to identify issues, trends and potential problem areas.
  • Carry out tests in production, UAT and development scenarios
  • Ensure compliance with departmental policies & practices.

Requirments 

Education/Qualifications:  B.Tech/M.C.A./M.Tech/M.S.

Experience:
2-3 years in application support

Mandatory Skills:
Excellent communication skills in English– read, write, listen and speak
Excellent problem solving, planning, organizational skills
Hands-on experience with FIX protocol
Basic knowledge of database, testing and networking
Must be willing to help people, at all levels within the organization, solve problems with a patient and composed demeanour.
Able to work according to a shift schedule.

Preferable Skills:
Previous experience in financial services a clear plus, but other relevant industries will be considered based on project depth.
Exposure to electronic trading concepts & trading systems

Technologies:

  • FIX Protocol
  • OMS/EMS
  • JAVA
  • Oracle DB
  • Various server OS Platforms (Windows, Linux, Solaris etc)
  • Scripting (shell, batch, powershell etc)
  • VWware
  • Citrix
  • JIRA, Confluence, Lotus Note, Asana, Symphony, Workday, MS Team