Description of the Business Line or Department
The aim of our Service Unit (GBSU) is to deliver day-to-day services to GBIS Business Units and their clients to accelerate the transformation. GBSU is organised under the following structure:
- A transversal client group
- Eight service and product orientated entities
- A transversal data entity
- Seven centres of expertise
Within each of these groups are dedicated Information Technology (IT) & OPER (Operations) teams who are aligned with the mandate of the Support Unit groups.
The aim of the IT teams of GBIS is to translate ideas into action by combining the strength of expertise in IT with a deep understanding of investment banking. While the OPER teams are in charge of processing and controlling transactions initiated by the GBIS business lines.
This role is for an application support analyst. The selected candidate will join our global team to support the bank’s Credit Cash and Derivative desks.
The Credit & Derivative desks are within the Fixed Income division of the Global Banking and Investor Solutions business line.
Summary of the key purposes of the role
We’re looking for a well-rounded individual for the ongoing challenges of supporting the Front Office Credit application stack. Your client-driven approach and service oriented mindset, your good analytical skills, your ability to summarize and feedback key messages, your good communication skills, as well as your adaptability and ability to make decisions, will enable you to succeed in your support mission.
As a Support Analyst in a very dynamic environment, you will be part of the global support team as our local support contact for the below parameters:
- Support the front office users on the credit trading technology stack
- Use analytical and communication skills to resolve Production incidents.
- Communicate key messages (incident alerts, resolutions and summaries) with stakeholders (front office & management).
- Look for ways to make the processes & platforms more efficient across a number of parameters including supportability, ease of use, monitoring, problem investigation, etc
Based in London, one of the leading financial market places in Europe, you will join a tribe as an end-user support analyst supporting primarily UK London based end users, but also users in other location – Paris, Hong Kong & New York.
As a support analyst you will be working with other IT and Infrastructure teams based in London but also located in various regions (France, AMER & APAC)
Summary of responsibilities
- Provide end user support on the credit perimeter of applications
- Follow up on end-user & client requests.
- Escalate the incidents to the appropriate vendors & development team when required. Liaise with relevant IT teams regarding new functional and technical enhancements.
- Ensure the continuity of the business by building and maintaining a strong relationship with the local helpdesk-support team, the infrastructure teams, the vendors, the other production teams in London, Paris and BLR, as well as project teams.
- Follow the guidelines inherent to your support activities (call management/logging, incident management, problem management, Change management)
- Ensure regular follow-up with global activity through dedicated meetings if applicable
- Participation, testing and communication of application releases.
- End-User training.
- Make available the knowledge of the local activity by promoting and updating specific documentation (WIKI, user guide) to WW support teams.
- Guarantee a high level of service & quality & communication by industrialising processes and participating to the local & global projects.
- Work with the development teams on the build out of tools to make the team more efficient
- Participate to continuous improvements and global governance. Identify improvement axis and lead/propose transformation of existing processes both for the business and our production services activities.
- Take part in transversal initiatives across our UK teams.
Level of Autonomy and Authority
The employee is required to act with a high degree of autonomy. The employee is expected to engage members of the team to deliver activities required of the team. This involves coordination and working with members of the IT community as well as others from various business, infrastructure and external vendors.
The employee will be engaged in project activities to either improve the production service or be engaged with larger teams in the handover of projects into live service.