Murex IT support engineer

To provide best in class support for all Front, Middle and BackOffice users Murex applications. To respond to faults and to requests for changes, including testing and delivery of bug fixes. Ensure all problems are resolved and Remedy tickets updated in a timely fashion and provide ongoing support, advice and guidance. To be used as a resource for related project and DR exercises.
To apply skills to minimize and proactively mitigate any issue that might arise. To apply knowledge to provide a stable production environment for the business to work in and as part of a global team, provide a 24 hour support function. The team will be engaged daily with front, middle and back-office staff and senior trading stakeholders.
Responsibilities:
• Have good sense and initiatives on the stabilization of production environments
• Receive calls/remedy tickets for user and application issues and trouble shoot them. Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Services to resolve complex issues and outages.
• Track incidents and provide regular updates to users on request status and progress.
• Manage/coordinate recurring issues and ensure long-term resolution.
• Highlight user training and education needs.
• Maintain excellent user satisfaction and relationship.
• Work as a global support liaison with teams in other regions.
• Document common issues for team’s perusal.
• Follow proper escalation procedures during outages and ensure root-cause analysis is performed.
• Actively participate and be able to coordinate in change management and ensure minimal impact to production due to changes.
• Carry out system maintenance on a timely basis and whenever required.
• Be able to manage incident and prod environment from oversee level. Good conferencing and coordination skill with multiple teams on critical incident management.
• Have a good understanding of the Service Level Agreements between different stakeholders and follow the escalation procedures to ensure minimal breach in these service levels.
• Be able to backfill team leader’s absence.
• Proficient in verbal and email communication with all level stakeholders.
Mandatory Skills Description:
• At least 2+ years of production application support or related experience
• Knowledge of scripting (shell, Perl, Python).
• Ability to resolve problems and incidents.
• Knowledge of Solaris or Red Hat Linux.
• Knowledge of SQL (Sybase or Oracle)
• Configuration and management of vendor or bespoke monitoring toolsets (Geneos/Patrol)
• Configuration and management of vendor batch management toolsets (Control-M)
• Knowledge of networking concepts & protocols in a trading environment.
• Strong team player.
• Excellent communication, both written and verbally.
• Ability to work under pressure, multi-task and deliver.
• Self-starter/motivator and ambitious.
• Willingness to work on shift pattern
Nice-to-Have Skills:
• Murex Financial Software experience
• BigData/HQL