Job ref no.: CT3115413-01#4978

Application Support Analyst

Dealogic Asia Pacific Limited

  • Medical plan

Within the ION Group, we are seeking a Business Application Support specialist to join our dynamic support team in APAC. 
About the role
Our team provides electronic trading platform support across global derivatives markets. You will develop an in depth-understanding of assigned applications and systems, and work directly with traders and trade support technicians at well-known market leading brokerages and financial institutions. You will guide our clients trough the applications, and you will be responsible for timely resolution of functional support issues or escalate if necessary. In this position you will work closely with business, sales and IT support teams. 
The trading platforms are Windows and Linux based and comprise of various cutting edge components to create the Order Management System (OMS). The OMS facilitates real-time trade execution across multiple exchanges, supporting many order types and offering advanced functionality.
  • Providing support via phone, email and face-to-face to clients within a strict Service Level Agreement (SLA). You demonstrate logical thinking to identify and resolve technical issues expediently
  • You take ownership of customers' business requests relating to the application issues/behavior or market information.
  • Incident management. You will see issues through to resolution, including post incident processes to implement service improvements
  • You ensure customers are kept updated on ongoing issues in line with SLA assignment
  • You adhere to the group and company policies for performing work and maintaining records
  • You ensure feedback is presented both accurately and professionally.
  • You maintain an in-depth understanding of our customer environments and architecture
  • You perform change management such as installations, upgrades and contract configurations
  • You identify process and procedural improvements across all service delivery facets and contribute to the improvement of working procedures and systems
Required skills
  • You have at least 2 years of Client Services experience supporting mission critical systems and business applications
  • You understand ITIL concepts, and have worked in an environment which is delivered to an IT standard (e.g. ITIL, ISO, SSAE 16)
  • You possess a degree in Finance, IT or Computing
  • You have excellent communication skills and you speak English, Mandarin and Cantonese
  • You have an exceptional eye for detail and focused on getting things right first time
  •  You are eager to work in a fast-paced environment which is always looking to develop, expand the product portfolio and adapt to new technologies.
  • You display a strong understanding of electronic derivatives trading and understand the major derivatives exchanges
  • You have basic knowledge in FIX protocol used widely in the trading environment
Beneficial Skills
  • You have experience in a Windows server environment (W2003 - W2012)
  • You demonstrate a good understanding of TCP/IP Skills required include the understanding of IP addressing and simple routing and basic network troubleshooting
  • You have basic SQL knowledge


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More job information
Job ref no. CT3115413-01#4978
  • N/A
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 2 years - 7 years
Career Level
  • Non-management level
  • Degree