Summary:
We are seeking an experienced professional to join the Global Market Sales & Research application production support team. You will be responsible for providing functional and technical support for Cash Equity Sales & Research businesses, particularly vendor and Global in-house Research and Client Management systems. This role combines production support with business analysis to ensure the smooth operation and resolution of technical issues for internal clients.
Responsibilities:
- Provide functional and technical support for Research Website, CRM, Research workflow, and distribution systems.
- Collaborate closely with vendors, global development, and support teams to deliver functional and technical requirements.
- Conduct system Quality Assurance Testing and assist with User Acceptance Testing (UAT); manage production deployment and system upgrades.
- Analyze business requirements and offer support and solutions.
- Assist with project rollouts and communicate timelines to business stakeholders.
- Manage and track daily production issues and user requests, ensuring effective resolution and timely communication.
- Regularly interact with business users, development teams, and infrastructure teams regarding system-related issues and enhancement requests.
- Maintain high system availability through continuous monitoring of operations and performance.
- Coordinate with IT Security and Infrastructure teams to maintain platform integrity.
- Follow ITIL Application Support methodologies for incident and system change management.
- Participate in support rosters, including shift duty, weekend, and holiday work as required.
Requirements:
- Degree in IT or Computer Science with 8+ years of experience in software development and support.
- Experience with process automation using Python and Shell scripting.
- Proficiency with web-based applications, web analytics, and data security.
- Hands-on experience with SQL, Excel/VBA, and Java.
- Familiarity with Linux and Windows OS.
- Exposure to system monitoring tools such as Dynatrace and Geneos.
- Working in a fast-paced environment is a plus.
- Strong communication and interpersonal skills.
- Excellent problem-solving skills.
Qualifications:
- 8+ years of relevant experience in software development and support.
- Proficiency in Python, Shell scripting, SQL, Java, Excel/VBA.
- Familiarity with ITIL Application Support methodology.
- Good command of English and Mandarin.
- Strong technical problem-solving abilities.