Production Support Specialist II - FX Support, Core Technology Infrastructure
New York, New York;Chicago, Illinois
**Job Description:**
The Americas FX Support team is responsible for providing end-to-end support to all applications used by Sales, Trading and their support services in the FX business. The team supports a fast growing electronic business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firms revenue generating abilities.
Key Responsibilities
+ Acts as the first point of support for application incidents
+ Builds a strong relationship with the Application Development Team
+ Receives and logs calls from clients using appropriate processes, procedures and technology
+ Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
+ Highlights functionality issues to developers
+ Assists in the translation of solutions into technical requirements
+ Develops and utilizes appropriate tools to perform work
+ Raise defect reports to the development team for code amendment
+ Maintains a knowledge base of known defects and issues, process, techniques
+ Clearly understands clients business he or she is responsible for and recommends, provides, and supports application service that best fit clients current and future needs
+ Participation in rotation to ensure adequate coverage across all desks
+ Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri
+ Weekend working to support critical business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests
+ There will be on-call support on Saturday every 5 weeks, and on-site support on Sundays once a month
Required Skills:
+ FX eTrading Support experience
+ Knowledge FX markets and the mainstream products in use.
+ Strong technical knowledge: Unix/Linux; Database (Sybase/SQL/Oracle), Perl, Shell scripting, Infrastructure.
+ Experience in Monitoring & Alerting, and Job Scheduling systems.
+ Exposure to Market Data Technologies such as Tibco RV, Reuters, RMDS
+ Confidence when dealing with internal user base (Sales & Trading)
+ Client relationship/service management experience
+ ITIL understanding
Desirable Skills
+ Knowledge of FIX API configuration and / database queries / FIX log analysis
+ Experience of dealing directly with hedge fund and/or institutional clients
+ Awareness of Single-bank FX e-commerce platforms and their functionality
+ Knowledge of Multi-bank FX vendor platforms
Technology Infrastructure Organization:
+ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
+ Excels in working among diverse viewpoints to determine the best path forward
+ Experience in connecting with a diverse set of clients to understand future business needs is a continuous learner
+ Commitment to challenging the status quo and promoting positive change
+ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
+ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
**Job Band:**
H5
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
**Weekly Schedule:**
**Referral Bonus Amount:**
0
**Job Description:**
The Americas FX Support team is responsible for providing end-to-end support to all applications used by Sales, Trading and their support services in the FX business. The team supports a fast growing electronic business operating in true partnership with our Front Office stakeholders. The role is high profile as it has a direct impact on the firms revenue generating abilities.
Key Responsibilities
+ Acts as the first point of support for application incidents
+ Builds a strong relationship with the Application Development Team
+ Receives and logs calls from clients using appropriate processes, procedures and technology
+ Identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
+ Highlights functionality issues to developers
+ Assists in the translation of solutions into technical requirements
+ Develops and utilizes appropriate tools to perform work
+ Raise defect reports to the development team for code amendment
+ Maintains a knowledge base of known defects and issues, process, techniques
+ Clearly understands clients business he or she is responsible for and recommends, provides, and supports application service that best fit clients current and future needs
+ Participation in rotation to ensure adequate coverage across all desks
+ Current hours of coverage provided by the team are from 07:00 until 19:00 Mon-Fri
+ Weekend working to support critical business initiatives such as start of week checks, application rollouts, infrastructure changes or Disaster Recovery tests
+ There will be on-call support on Saturday every 5 weeks, and on-site support on Sundays once a month
Required Skills:
+ FX eTrading Support experience
+ Knowledge FX markets and the mainstream products in use.
+ Strong technical knowledge: Unix/Linux; Database (Sybase/SQL/Oracle), Perl, Shell scripting, Infrastructure.
+ Experience in Monitoring & Alerting, and Job Scheduling systems.
+ Exposure to Market Data Technologies such as Tibco RV, Reuters, RMDS
+ Confidence when dealing with internal user base (Sales & Trading)
+ Client relationship/service management experience
+ ITIL understanding
Desirable Skills
+ Knowledge of FIX API configuration and / database queries / FIX log analysis
+ Experience of dealing directly with hedge fund and/or institutional clients
+ Awareness of Single-bank FX e-commerce platforms and their functionality
+ Knowledge of Multi-bank FX vendor platforms
Technology Infrastructure Organization:
+ Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
+ Excels in working among diverse viewpoints to determine the best path forward
+ Experience in connecting with a diverse set of clients to understand future business needs is a continuous learner
+ Commitment to challenging the status quo and promoting positive change
+ Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
+ Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
**Shift:**
1st shift (United States of America)
**Hours Per Week:**
40
Learn more about this role
Full time
JR-22084302
Band: H5
Manages People: No
Travel: No
Manager:
Talent Acquisition Contact:
Kathryn Dixon [C]
Referral Bonus:
0
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
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