Service Management Analyst

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Service Management Analyst

New York, New York

May 8th 2019



Reporting to the FX IT Ops Americas Regional Manager, the role will need the candidate to investigate and resolve user & system generated issues across production systems in a timely manner, both for local & global users.

Manager needs someone entry level with some knowledge and willing to train.

Department Overview:

he Foreign Exchange IT Execution Operations provides support services for Client facing applications of the Foreign Exchange business globally. A follow the sun model is in place with local teams based in US, EMEA & APAC. The team provides a 24X5 service onsite and limited weekend coverage. By becoming the primary contact point for all FX issues, the team has high exposure to and work with the front office & client facing teams on a daily basis.

Main Function Of The Job:

Reporting to the FX IT Ops Americas Regional Manager, the role will need the candidate to investigate and resolve user & system generated issues across production systems in a timely manner, both for local & global users & systems. The candidate will liaise with multiple technology teams & use our comprehensive monitoring platform to preempt, reduce and manage the impact of system issues affecting the FX business.

Main Duties and Responsibilities:

Primary activities are:

  • SL2 Technical Support.

  • Relationship Management.

  • Incident Management.

  • Problem Management .

  • Continual Service Management Process Improvement

SL2 Technical Support:

The primary responsibility of the candidate will be to provide fast paced SL2 technical support for all electronic trading applications used by the FX business, including

  • Market Connectivity.

  • FIX for Direct Market Access.

  • Front end Trading & Algo platforms.

  • Order Management System.

Additionally, managing the estate of Windows and UNIX application and database servers, with an emphasis on using & refining Geneos monitoring to proactively maintain stability.

Relationship Management:

There is a significant amount of relationship management involved in this role and the strategy of the team is to provide excellent service, concentrating especially on the values core to the bank. The team work together to deliver high quality service to the FX business.

Post holders are expected to work with:

  • Front Office Trading, Sales, Product & Business Management.

  • Ecommerce Support (external client facing).

  • Global FX Technology onshore & offshore Development teams.

  • Various Technology teams throughout GT.

Incident Management:

  • Handle high priority incident tickets, work with members of the team and developers to resolve incidents, ensuring that affected users & management are always kept informed.

  • On-call support will be required on a rota basis both during the week and at weekends

Problem Management:

  • Ownership of problem tickets that have been raised for your application set.

  • Collaborate with technology partners to provide resolution for open problems or ensure that the appropriate parties have been tasked with doing so.

Continual Service Management Process Improvement & Reporting:

In the area of service quality and management, the role will involve;

  • Identify process improvements in the regional and global support models and assist in implementation.

  • Work with project managers on the introduction and supportability of new services and systems.

  • Produce MIS reports on the overall quality of services.

  • Follow up and resolve issues of poor service quality.



  • 2 – 5 years of strong technical experience, as well as excellent analytical reasoning and practical decision making, combined with an ability to communicate across a broad range of business functions and at all levels of the organisation.

  • 1- 5 years experience of supporting applications in a trading floor environment

  • Hands on and proficient with UNIX / LINUX /Windows commands desirable

  • Experience of electronic trading and/or Fixed Income businesses in Investment Banking or Financial sector

  • FIX messaging protocol experience.

Candidate Profile:

(e.g. team player, initiative, change agent, confident etc).

Significant experience in an application support role in a dynamic financial services environment is a necessity for this role, there is often a great deal of urgency associated with resolving incidents and candidates need to be able to prioritise proactively when resource conflicts arise.

The role will have a lot of scope to grow and there will be opportunities to work on independent & GTP wide projects.

  • Temperament to work under pressure in a fast moving production environment.

  • Confident in dealing with senior members of Front office, other business functions and IT management.

  • Excellent communication skills – ability to liaise with both Business and IT users in a clear manner.

  • Strong problem ownership skills and attitude.

  • Strong verbal & written English skills are required.


  • Degree Level IT / Business Specific.

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Job ID: A2334