Role Responsibilities

First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).
Responsible for the ongoing maintenance of the platform's data accuracy including updates when required and pro-active monitoring.
Issue logging and tracking of requests via service management tool (ServiceNow).
Ensure logging of all incidents into ServiceNow for compliance and management review
Monitor support chats and respond and investigate user queries and issues in a timely manner.
Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.
Work with the product management team in raising workflow and system improvements.
Expectation of the desire to learn and understand brokered products relating to the Market Administrator's trading application.
Coordinate any internal training requirements relating to the Market Administrator's trading platform.
Support and testing of all new software releases before roll out.
Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.
Maintain up-to-date team technical documentation, team procedures and processes.
Cross-train other team members of your championed system.

Person Specification

Knowledge

Financial Services preferably

Experience

Reasonable experience
Operational support experience

Skills

IT literate,
Basic network tracing.
Familiarity with system log and xml analysis
System administration,
Data processing,
MS Office conversant,
Good attention to detail,
Familiarity with financial markets
Confidence to liaise with internal and external customers,
Good communicator.
A good balance of technical and social skills.

Client Focused

Personable and engaging
Communicates effectively and efficiently to internal and external stakeholders
Build relationships and networks with both internally and externally wherever possible
Demonstrates strong customer focus
Demonstrates ability to work effectively with others
Constructively handles disagreements to reach a resolution
Ability to work with diverse groups/ personalities

Dynamic & Competitive

Demonstrates high levels of energy in seeking out and achieving new goals
Goes that extra mile
Is a self-starter
Shows evidence of being comfortable working in fast paced or pressured environments
Enjoys a challenge and is able to escalate
Does not give up easily

Open & Communicative

Adapts communication style to suit audience
Projects personal credibility
Interacts confidently without being overbearing
Ability to work effectively in a high-pressure environment
Keeps emotions under control in difficult situations
Handles criticism constructively

Professional Integrity

Able to demonstrate honesty, integrity and professionalism
Promotes loyalty to TP ICAP and its principles
Works ethically and shows respect for both professional and company values

Effective

Excellent attention to detail, highly organized with a proactive approach • Strong analytical ability and problem-solving skills

Mid Market Administrator