Product Support Analyst

ICAP•New York, NY

3d•$80,000 - $105,000•Hybrid

About The Position

We are looking for an additional Fixed Income Support Analyst to work within the EMEA Product Support Team. The team requires a motivated self-starter who has the technical skills to support a growing number of buy-side members in London and across Europe utilising their FIX, Linux, Windows Server, database and networking skills. This role will be predominantly based on the Fixed Income desk working directly with the salespeople and interacting with technical teams across the Liquidnet membership. This is an exciting opportunity to join an expanding team focused on developing a strategically important Fixed Income business within Liquidnet. This will be a varied role involving working on a multitude of cross-platform market-leading technologies to support the running of our bespoke trading platform. The successful candidate will be responsible for front-to-back support duties on the Fixed Income platform which will include the daily support of the platform, configuring new members, managing front-end upgrade rollouts and testing of new functionality prior to release to members. The successful candidate should possess a positive ‘can-do’ attitude and an intuitively high level of customer service in their approach. This will complement strong FIX, database (SQL, Sybase or Oracle), as well as Windows Administration and Networking troubleshooting skills (which may also involve firewall/routing issues).

Requirements

Technical degree
Hands-on support experience within a financial institution (buy-side, sell-side, venue/platform provider)
Demonstrable working knowledge of Fixed Income products and flows
Working knowledge of Unix / Linux environments
Working knowledge of MSSQL, Oracle and Sybase, MySQL/Maria DB database environments, including query-writing
Working knowledge Windows Server environments
Working knowledge of network problems: i.e. firewall and routing problems
Knowledge of the FIX protocol and experience supporting FIX flows

Nice To Haves

Current or very recent working history within an OMS vendor
Exposure to supporting message-based architecture (Solace, TIBCO etc)
ITIL Foundation qualification and experience working within an ITIL framework
Familiarity of Equities order routing, algo trading and clearing flows
Experience in programming or scripting language
Demonstrable working knowledge of Fixed Income products and flows
Hands-on working knowledge of at least one industry-recognised Order Management System

Responsibilities

Utilising proprietary tools, provide daily application support and troubleshooting for platform members and internal users, escalating to Low Touch and Development teams appropriately
Member configuration and administration of MTF functionality
Troubleshooting and analysis of order routing and trade flow and post-trade issues
Perform regional start of day health checks to ensure all processes are up and members are connected to the platform
Working within a shift rota to provide London support coverage from 7am – 6pm
Contribute towards ‘follow the sun’ support model, working closely with global teams in APAC and US to ensure pre-market health checks are performed for each region
Daily interaction with Sales and Trading with regards to support issues
Create and track issues within an incident-tracking system to help identify trends and patterns
Create and monitor internal reports and usage queries
Assist with product testing and project work
Occasional weekend work will be required during major upgrades and out of hours testing