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Job Role
To join the Hong Kong section of Equities GSD
(Global Service Delivery) within the Equity IT
organisation.
Equities GSD is a dedicated application support
function of the company.
GSD focus on business critical applications,
providing 1st / 2nd line support and strategic
development. This role relates specifically to
the main Equity Risk Management systems used
by the company. These systems are used globally
and the team is structured accordingly.
Individuals in these positions diagnose problems,
define and co-ordinate the implementation of
solutions with other groups or resolve the problem
themselves, follow up with users to ensure problem
resolution and ensure appropriate feedback to
other relevant I.T. groups. Additionally, Support
Analysts will define and prioritise operational
requirements for other support groups.
They must be able to understand the problems
as a customer describes them and translate them
into the specific technical problem. This often
requires a willingness to get involved with a
variety of technologies and business areas.
Individuals must be self-starting, possess verbal
and written communication skills and be customer
service orientated. Excellent listening skills
are essential. An understanding of Derivatives
and the equity business is desirable.
The individual will be highly committed: reliability,
responsiveness, assurance and empathy are essential
to ensure a courteous and efficient service is
provided with tact and patience. The ability
to manage a tense situation is a must.
Specific Responsibilities
This position requires a good level of technical
skills and an ability to resolve complex problems
creatively.
- Responsible for the management of production
problems, ensuring effective and timely resolution.
- Proactively identify and resolve potential
system problems.
- Promote the overall stability of the system
through improved monitoring and similar initiatives.
- Develop a broad knowledge and understanding
of support, Global IT operations, technology
and business issues in order to identify specifications
to improve the supportability of products.
- Function as a liaison to the Front Office,
ensuring that issues important to the users are
identified and addressed or directed to the appropriate
area.
- Develop effective lines of communication with
customers, and within I.T.
Periodic Responsibilities (performed as needed)
- Co-ordinating system releases
- Participate in the implementation of new products
and enhancements to the Company’s software.
- Periodically assume 24-hour on-call responsibilities.
- Create and maintain applications documentation
for training, cross-training, troubleshooting
and the Company infrastructure.
Key Contributions
With reference to specific experiences (work
or non-work related), candidates must demonstrate:
Client
- Awareness of the impact of their work on the
wider organisation
- Understanding and anticipating client needs
- Willingness to involve others if handling difficult
issues
- Ability to identify key individuals and decision
makers who may be useful in achieving work related
goals for self or the team
People
- Understanding of own role in team and how
this supports the team’s objectives
- Knowledge of the issues associated with working
in global teams
- Ability to encourage involvement of colleagues
and value their contribution
- Setting of own targets and deadlines when managerial
direction is not readily available
- Persistence towards achievement of goals without
quitting
Institutional and Economic
- Ready to question and challenge when methods
appear outmoded or ineffective
- Looks for ways of carrying out tasks which
improve own and/or team effectiveness
Requirements
Educated to degree standard, preferably an IT
related degree
3 years in IT, preferably in application support
using the essential technical skills listed below
Excellent communication skills in English both
spoken and written are essential.
Additional requirements
The following technical skills are ESSENTIAL
·
Unix: including scripting
·
Any RDBMS (preferably Sybase)
·
SQL
Exposure to the following would be an advantage
(successful candidates would be able to gain
experience of these):
·
Perl scripting
·
CGI scripting
·
HTML
·
NT (administration and remote support)
·
Equities business (in particular Equity Derivatives)
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