About the Role:

Department overview:

Application support team is a global team that provides technical functionality to ensure MarkitWire/Buyside/MIS application remain up and running.

Position summary

This position primarily focuses on answering client support tickets escalated by our global client facing level 1 support teams; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex client support cases. Provide on call support occasionally over the weekend. Get involved in incident/change/problem management. Identify gaps and improve current processes.

This position requires software support experience and familiarity of the finance market is preferred.

Duties & accountabilities:

• Respond to client escalations which were initially investigated by the L1 team via Salesforce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner.
• Effectively communicate and constantly follow up with the different teams: OPS, Dev, QA, Product and Infra regarding the escalated tickets.
• Raise BA and Dev tickets to identify and fix bugs.
• Monitor platforms and lead the resolution of incidents with OCC, Infra and Tech teams.
• Use SQL queries, Linux commands, log analysis and monitoring tools to assist with your investigation.
• Provide proper communication to stakeholders.
• Drive post incident problem resolution with problem management and relevant Infra / Tech teams.
• Serve as both an escalation point and a subject-matter expert in the MarkitWire/Buyside/MIS applications.
• Answer L1 teams with questions regarding their escalations and General MarkitWire/Buyside/MIS products functionality.
• Assist in establishing, improving, and documenting and enforcing work processes and procedures.
• Constantly liaise with the relevant stake holders (Product, Dev, Ops, Infra) to enhance the team’s knowledge and learn new tools and technologies

Business competencies:

• Strong analytical skills and ability to collate and interpret data from various sources
• Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, Infra)
• Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level.
• Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.
• Work experience in an application support role – a must.
• Knowledge/experience in financial industry – preferred.
• Process driven and results oriented.
• Team focused and collaborative.
• Ability to operate effectively in stressful situations.
• Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail.
• Ability to work flexible hours / shifts.

Education and experience

• Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting – preferred.
• Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.
• Familiarity with TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ.
• Experience working with and supporting multi-tier applications including Web Server, Application Server, and Database.
• Experience working in Linux environments.
• This role includes participation in a shift rota and on call requirements as outlined above.

Optional Experience:

• Have experience of working in the Finance Industry.
• Have experience of leading a team with 3 or above members.

Commercial awareness:

• Knowledge of the Financial OTC Derivative products (Rates and Credit is a plus).
• Awareness of OTC Derivatives post trade Processing.

Personal competencies:

• Well-developed analytical skills
• Database/Linux/Network background
• Knowledge of scripting languages
• Software engineering background
• Troubleshooting
• Proven problem-solving skills
• Fluency in English is required
• Hands on technical capability and experience
• Knowledge of Cloud Computing

About OSTTRA

Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. 

Learn more at www.osttra.com.

What’s In It For You?

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://www.spglobal.com/en/careers/our-culture/

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. 

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. 

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20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)

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