The TP ICAP Group is a world leading provider of market infrastructure.
Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.
Through our people and technology, we connect clients to superior liquidity and data solutions.
The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong, working as one to achieve our vision of being the world’s most trusted, innovative liquidity and data solutions specialist.
Role Overview
The Client On-Boarding & Support Analyst will work with TP ICAP’s client base to on-board new clients and vendors to our trading platforms across multiple business lines, providing support services once in the production environment.
Role Responsibilities
1. Manage the complete external customer FIX API on-boarding process (e.g. establish customer contacts, coordinate solution requirements, implementation, full client testing and sign off, and live date coordination).
2. Provide First and Second line support for FIX API issues, managing client-facing API issues in-line with the TP ICAP Incident Management policy.
3. Log and track technical issues using ServiceNow.
4. Document, maintain, and share appropriate product, process, and procedure documentation.
5. Coordinate customer and internal FIX API upgrades, cutovers, and new releases.
6. Support and test all new software releases before roll out.
7. Monitor client and system connectivity, identifying anomalies and taking corrective actions.
8. Create conformance test packs for new platforms utilizing FIX API.
9. Work with colleagues and internal IT departments to provide users with status updates as defined in the Service Level Agreement (SLA).
10. Ensure response time and resolution time objectives are met as defined in the SLA.
11. Understand the escalation and Major Incident processes.
Experience / Competences
Essential
1. University degree or Diploma in Computer Science and/or a minimum of 2 years of experience in an Application Support / Help Desk role.
2. Experience in a Customer Services environment, preferably within an Investment Banking organization.
3. Experience in Client Relationship Management, establishing and maintaining good working relationships with clients.
4. Good experience using IT Service Management tools to log and manage user calls, with a preference for ServiceNow.
5. Professional Qualifications: ITIL v3 foundation, Service Desk Institute SDA or equivalent ITSM qualification.
6. Experience supporting software on both Windows and Unix/Linux OS’s.
Desired
1. Experience with FIX protocol in an Investment Bank or Vendor organization.
Job band & level: Professional, 4
Location: UK - City Quays - Belfast
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