About the role
- The Vice President, Application
- Support will oversee a dedicated team, ensuring timely and effective support for our clients. This role involves managing incidents, driving investigations, and collaborating with internal and external stakeholders. The successful candidate will have a strong background in financial services support, with a focus on FX, Rates, or Credit products, and experience in FIX API troubleshooting.
- Lead and manage the eServices team, providing first-line support for our electronic trading platforms.
- Ensure timely incident management and resolution, owning and driving investigations. Proactively monitor and respond to alerts and issues in real-time. Troubleshoot FIX connectivity, order routing, and market data issues, analyzing FIX logs. Perform operational tasks and provide trade-related support, including order lookups and cancellations. Maintain effective communication during incidents, managing stakeholder expectations.
- Build and nurture relationships with clients and internal teams, ensuring a high level of client satisfaction. Maintain a deep understanding of end-to-end trading workflows and the trade lifecycle.
- Support the global shift model, ensuring smooth handovers and coverage.
- Drive continuous improvement initiatives, including automation and AI adoption, to enhance support efficiency. A minimum of 2-3 years of experience in financial services support, preferably in a banking, IDB, exchange, or clearing environment.
- Proven experience across FX, Rates, or Credit products, with a strong understanding of trading workflows. Expertise in FIX API troubleshooting and a solid grasp of trading applications and market data systems. Excellent problem-solving and analytical skills, with the ability to work effectively in a time-sensitive trading environment.
- Strong communication skills, both technical and business-oriented, to engage with clients and internal teams. Proficiency in Microsoft Office tools and a working knowledge of networks and protocols.
- Familiarity with Confluence, Dynamics, Teams, and Salesforce is preferred. Awareness of AI tools and their potential for workflow efficiency is an advantage. A client-focused and relationship-driven approach, with a calm and composed demeanor under pressure. A commitment to continuous improvement and a collaborative mindset in a global team environment. We are seeking a Vice President, Application
- Support to lead our global eServices team, delivering first-line support for our electronic trading platforms across FX, Rates, and Credit products.