Application Support Engineer - Tokyo, 日本 - S&P Global

説明

About the Role:

This position primarily focuses on answering and troubleshooting client support tickets escalated by our global client facing level 1 support teams and platform incidents; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex issues. In addition to the usual responsibilities of a Support Analyst, the Support Analyst will also help to direct and manage the daily operations in support. This could include assigning work, serving as an escalation point for problem solving, and serving as a subject matter expert for overall operational support as well as directly interacting with our key clients and partners in Japan. This position requires software support experience and familiarity of the finance market is preferred.

This position is a part of the monitoring and operations group. The position reports into a Support Analyst L2 Team lead, and in addition to Tokyo, the team has global presence in India and New York.

• The role is requiring working in: Monday - Friday 8:00am – 5:00pm with possibility of shift upon business requirement, Weekend and public holiday through Rota.

Accountabilities:

• Proficiency in English is a must

• Business level Japanese.

• Respond to client escalations which were initially investigated by the L1 team via Salesforce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner.

• Partnership with Products team to join regular discussion and product reviews with key client and partner in Japan and coordinate/respond any technical application related queries.

• Use SQL queries, UI access and logs tools to assist with your investigation.

• Serve as both an escalation point and a subject-matter expert assigned applications.

• Answer L1 team's with questions regarding their escalations and general products functionality.

• Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets.

• Provide quarterly based training sessions to global the L1 team.

• Assist in establishing, improving, and documenting and enforcing work processes and procedures.

• Respond and resolve incidents with Tech and Operations teams.

• Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team's knowledge, process and learn new tools and technologies.

Requirements :

• Strong analytical skills and ability to collate and interpret data from various sources

• Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT)

• Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level.

• Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client.

• Work experience in an application support role – a must.

• Knowledge/experience in financial industry – preferred.

• Process driven and results oriented.

• Team focused and collaborative.

• Ability to operate effectively in stressful situations.

• Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail.

• Ability to work flexible hours / shifts on weekend.

Knowledge:

• BA/BS in business, Finance, Economics or Computer Science.

• Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting - preferred

• Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.

• Familiarity with FIX/TOF protocols, TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ – big advantage.

• Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle.

• Experience working in Windows, (Unix, and Linux environments – advantage) and proficiency using MS Office suite

• Cloud AWS/GCP, microservices model with Kubernetes/Openshift as well as traditional on-prem environments architecture

*This role includes participation in a shift rota and on call requirements as outlined above

About OSTTRA

Candidates should note that OSTTRA is anindependent firm,jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Globalprovides recruitment servicesto OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts.

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.

With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.

Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.

Learn more at .

What's In It ForYou?

Benefits:

We take care of you, so you can take care of business. We care about our people. That's why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit:

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)

Job ID: 301138

Posted On:

Location: Tokyo, Japan