Production Support Analyst - London, Financial, Openlink, Endur, OTC, UNIX or Windows (£60-70K) Departmental Overview The desk trades Base and Precious metals, oil, refined products and coal. The primary IT application that is utilised to support front-to-back business activities is Endur, a third-party vendor software package from Openlink. In terms of organisational structure, the department is categorised into several different roles with overlapping responsibilities. The primary roles in the department include developer, business analyst, infrastructure specialist, support analyst and project manager. Main Duties Communicating directly with business users receiving calls from users, understanding their issues and dealing with their requests appropriately, through direct action, redirection or co-ordination. Resolving order and trade related issues determining whether orders have been executed, identifying incorrectly booked or rejected orders efficiently, investigating STP failures (such as incorrectly routed trades). Managing releases and changes to the production environment. Monitor support mailboxes and hotline channels Monitor regional end of day batches Incident logging and tracking Perform periodic start, intra-day, end of day system health checks and site checks Produce and maintain support knowledge base and documentation Knowledge of ITIL or other Incident Management processes preferred Experience in working within a customer facing help desk support environment [view full job] |
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