Senior Support Engineer

Excellent communication skills
Problem-solving and technical skills to effectively interact with trading, clients and internal teams
The ability to balance day to day activities alongside strategic program delivery, bringing a balanced risk and control approach
Knowledge of Investment Banking settlement lifecycles, with exposure to US Treasury/Repo trading beneficial

Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients
Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance
Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing
Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes
Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management
Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues
Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency

Engineering knowledge, with real life examples of applying solutions using skills in a Production engineer capacity
Programming knowledge (eg Python, Java) can be beneficial for troubleshooting and automation
Practical experience with observability, monitoring toolsets (e.g. Geneos, AppDynamics) and techniques