FIX Support Analyst

xpatjobs       |    Location:Manila , Metro Manila       |    Country:Philippines

The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world''s leading provider of OTC data, and an award winning all-to-all trading platform. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world''s most trusted, innovative, liquidity and data solutions specialist. Role Overview Client On-Boarding & Support Analyst is to work with TP ICAP''s client base to on-board new clients and vendors to our trading platforms across multiple business lines. In addition to this, supporting services will be provided to this customer base, once in the production environment. Role Responsibilities Work as part of a team of who are responsible for managing the complete external customer FIX API on-boarding process (e.g. establish customer contacts, coordinate solution requirements, implementation, full client testing and sign off, and live date coordination). Provision of First and Second line support for FIX API issues. Hands-on problem management and ownership of client-facing API issues, in-line with the TP ICAP Incident Management policy. Incident and problem logging and tracking of technical issues, using ServiceNow. Document, maintain, use and share appropriate product, process and procedure documentation and services knowledge. Coordinate customer and internal FIX API upgrades, cutovers and new releases. Support and testing of all new software releases before roll out. Actively monitor client and system connectivity, identifying anomalies and taking the appropriate corrective actions. Creation of conformance test packs for new platforms utilising FIX API. Work with colleagues and internal IT departments to provide users with status updates as defined in the Service Level Agreement (SLA). Ensure that response time and resolution time objectives are met as defined in the SLA. Have a clear understanding of the escalation and Major Incident processes. Essential Experience / Competences University degree or Diploma in the field of Computer Science and /or minimum of 2 years of experience in an Application Support / Help Desk role. Experience in a Customer Services environment, preferably within Investment Banking organisation Experience of Client Relationship Management, establishing and maintaining good working relationship with the TP ICAP client base. Good experience of using best practice IT Service Management tools to log and manage user calls and provide first time resolution where practical. Experience of Service Now is preferred. Professional Qualifications: ITIL v3 foundation, Service Desk Institute SDA or equivalent ITSM qualification. Experience of supporting software running on both Windows and Unix/Linux OS''s. Desired Experience with FIX protocol in an Investment Bank or Vendor organisation Not The Perfect Fit Concerned that you may not meet the criteria precisely At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn''t align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don''t hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That''s why we''re building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location Philippines - A.T. Yuchengco Centre - Taguig City