Trading Application Support Analyst L1

at  StoneX Group

POSITION PURPOSE:

StoneX Retail Arm of StoneX Group is a global market leader in retail investment products. As part of a company-wide strategic technology advancement, StoneX retail arm is looking to hire a Level 1 Support person in Syndey to support in house Trading Systems along with Global Support teams to provide 1st Line support to business. The role encompasses mission critical support for our trading systems including (but not limited to) application testing, automation, configuration, system monitoring, and support of production trading desks. The system environment at StoneX Retail consists of proprietary and 3rd party software applications, covers the entire stack of software needed to trade, and consists of broad and varied technologies. Do you have a combination of system automation, and application support experience? Do you thrive in working in a fast-paced dynamic environment? You should be a person who has the ability to think on their feet and is able to adapt to technical challenges. The desire to continually self-improve and seek continual improvement are a must-have skill set.

PRIMARY DUTIES WILL INCLUDE:

• Provide level 1 support of our trading systems.
• Provide out of Office hours Support if applicable and work in a shift Rota including Weekends.
• Act as a liaison between users/traders, external customer support, and other technology groups (Product Development, Development and Engineering)
• Incident & Problem Creation - create incident and problem tickets within system.
• Incident Liaison - update incident system & Business with development
• Incident Support - Work with Incident Director and help document post recovery steps, processes and Playbooks.
• RCA Support & Monitoring - work with Incident Director to get RCA’s completed and tracked.
• Incident Reporting - Help Pull Incident statistics on a weekly, monthly and Ad hoc basis.
• Work with various technology teams to lead problem resolution.
• Document outages along with taking active role in Incident Management and interact with Level 2 Team for issue escalation.
• Monitor, measure, analyze and report parameters constituting the technology of Stonex Retail production trading environment.
• Add to the monitoring infrastructure to allow more proactive detection of problems and issues.
• Monitor our trading systems, non-trading applications as well as the underlying infrastructure (i.e. OS, Server and Network)
• Identify risks and provide guidance around timing of changes and releases.
• Develop and maintain technical support documentation
• Investigation of user queries via log file and process interaction, e.g. order issues, flow breaks, booking issues and Pricing.
• Escalate urgent problems requiring more in-depth knowledge to appropriate internal or external resources
• Working Closely with IT Release Management, QA, Dev and Infrastructure teams for software and scripts roll outs in using best practices from IT Service Management/ITIL
• Constant interaction with front, middle and Back office Teams.
• Perform daily run book activities and provide daily shift turnover reports.
• Perform post release testing after application upgrades and/or releases.
• Interaction with Offshore teams and be able to communicate issues effectively and with clarity.
• Problem solving and diagnosis of incidents reported to L1 Team and determination of priority and scope of the issue and appropriate escalation

TO LAND THIS ROLE YOU WILL NEED:

• Ideally Graduate Level. (Not a must thought)
• Must have a minimum of 3 years’ experience in an application support role L1.
• Ability to run ad-hoc SQL Queries provided by L2 or dev teams. Basic Sql Exposure Required.
• Must be a Team Player and ability to work under pressure.
• Excellent troubleshooting/problem solving skills across a wide variety of technologies and disciplines.
• Previous experience in supporting multi-tiered applications.
• Exposure to Distributed systems and Messaging Queue.
• Fluent English (written and spoken).
• Passion for technology, willingness to learn and self-improve
• Ability to prioritise and work independently and places high value on improving process and procedures.
• Weekend Shift Work is required covering weekends.
• Experience within the financial sector ideally in a Trading Environment.
• Exposure to monitoring tools is a requirement
• Exposure to automation and scripting languages like power shell or python is a plus
• Exposure to Jira or similar ticketing system.