IT Information Technology
WPS - Lead Support Analyst - Japan Ops L2
Associate / Senior Associate
|Job/Group Overview: |
The Production Services team within the Wholesale Technology organisation is responsible for providing IT support for Middle and Back Office users and applications.
This role will be part of the Production Management team in Tokyo and responsible for ensuring optimal uptime for mission critical systems used by Japan, AeJ and Global Operations users.
The set of applications in scope of this role are used for trade validation, book keeping, cash management, settlements and payments, regulatory reporting, management reporting, reconciliations, Derivative settlement, collateral management, etc.
The Tokyo team supports local users as well as contributes to the follow the sun model while ensuring adherence to the strictest standards of production management.
●To function as the SME (Subject Matter Expert) in Tokyo for the CTS Ops applications used by Japan and Global Operations users.
●To manage all user issues to completion, escalating to developers or other IT teams as required.
●To monitor and action system alerts in a timely and effective manner to avoid production processing interruption.
●Provide regular and accurate updates to Japan and Global stakeholders during issues / outages
●Manage incidents as per the Production Management defined guidelines.
●Maintain strong relationships with Production Management teams in other regions and function as part of the global support structure.
●Maintain strong relationships with Operations users in Japan and other regions.
●Ensure all support documentation is maintained and updated regularly.
●Partake in the rollout of global support procedures within Japan.
●Suggest and generate useful regular metrics / reports for global review and consumption.
●Ensure Weekend batches and Releases are supported as and when required.
●Plan and make support arrangements for significant system and market events.
●Drive automation and operational efficiencies proactively to enhance user experience and improve service levels.
●Strong hands-on experience using the following technologies: Min 5 years.
・Sybase RDBMS (Sybase and Oracle). SQL Scripting, Querying, Debugging, Stored Procedures
・UNIX/LINUX skills including Unix or Perl Scripting.
●Strong written and spoken Japanese and English.
●Knowledge of ITIL standards. (V2 / V3 certified preferred).
●Must have strong research, investigation & evaluation skills, with a structured approach to problem solving.
Preferred / Desirable:
●Knowledge of Python scripting, automation and DevOps concepts and tools like Jenkins, Ansible, Docker.
●Prior experience with settlement, regulatory reporting and payment systems.
●Familiarity with Job scheduling technologies like Autosys.
●Familiarity with messaging technology like IBM MQ, Tibco EMS, Swift, Business Works etc.
●Knowledge of the trade life cycle including Derivatives.
●A proven track record providing application support, in the Global Markets environment
●An understanding of the general functions performed by Operations for a global investment bank.
●Experience in communicating with stakeholders with varying technical expertise and levels of seniority.
●This role combines L1 and L2 functions and requires occasional weekend and holiday work