Applications Support Engineer
FTSERussell is a fast growing, high profile independent company owned by the London Stock Exchange Group. Its mission is to provide investors globally with the best index and benchmarking solutions & decision making support tools. FTSERussell is part of the LSEG Information Services Division (ISD) which includes the Regulated News Service (RNS) for the London Stock Exchange, Real Time Data and SEDOL. ISD is a key part of the LSE Group's strategic intent to be a leader in global markets infrastructure by 2020, by becoming one of the world's top 3 such players.
ISD, through FTSERussell, is already a leading provider of index data for institutional investors worldwide with over $3 trillion of assets benchmarked to FTSERussell indexes. Growing at over 20% each year, and working from a position of market leadership in the UK and Europe, FTSERussell's strategy is to increase FTSERussell brand awareness globally and to continue to grow its business worldwide through acquisitions and partnerships as well as organic growth.
KEY FUNCTIONS AND RESPONSIBILITIES
Reporting to the Enterprise Support Services Senior Applications Support Engineer, the individual selected will work with internal IT and business staff to deliver proactive monitoring and 1st/2nd line support of ISD's Production services.The role holder will work in their global location ensuring the Enterprise Support Services team cover 24x7x365 to ensure availability of ISD's Services the primary focus of which will be those services delivering FTSERussell's indices. Further responsibilities will include service reporting, continuous service improvement activities, and client communications management. The ideal candidate will be customer focused, tenacious, with a high level of attention to detail combined with strong problem solving & troubleshooting skills.
Key areas of responsibility are:
*Work with all parties to provide services to agreed SLA's and OLA's
*Proactive monitoring and management of business critical 24x7, Real Time, Legacy, data handling and data delivery applications and infrastructure to identify issues, trends and potential problem areas.
*Actively identify, log, own, and manage incidents (Incident Management).
*Manage client communications and expectations in respect to incident resolution and root cause analysis (problem management).
*Ensure compliance with ISD's published service support and delivery processes.
*Work in partnership with our ESS Back Line, DBA Support, Infrastructure functions to ensure availability and performance of ISD's services.
*Escalation management including tracking, recording provision of conference calls etc.
*Proactively identify inefficiencies with elements of the service and propose solutions.
*Perform scheduled proactive checks and implement routine (standard) packaged changes.
*Produce the shift handover document at the end of each shift in accordance with ISD content and quality standards
It is expected with limited supervision the candidate will be able to deliver each of the key objectives of the role identified above. It is therefore expected that he or she will have:
*Degree level education in technology or an associated technical specialism or equivalent experience.
*Excellent problem solving, planning and organising skills, along with a flexible approach
*Outstanding verbal and written English communication skills including an excellent telephone manner.
*Demonstrable experience of providing customer support while working in a Real Time environment such as a trading environment.
*Extensive experience of managing client queries and problems.
*Experience using enterprise class service desk and monitoring tools.
*Linux administration (primarily RHEL).
*MS Windows Administration.*Foundation level knowledge of networking.
*Ability to provide 1st line support for complex 3rd party applications.
*Strong experience and a good working knowledge of application and performance monitoring.
*Excellent documentation skills.
*ITIL certification and experience of working in an ITIL environment.
It is also highly desirable that the candidate can show relevant experience and knowledge of as many as possible of the following areas:
*Prior NOC and/or First Line Application Support experience.
*Caplin and or Kalahari applications.
*ITRS Geneos Application Monitoring Tool.
Market Data Platforms (Refinitiv RDF/ELEKTRON, Infolect, Bloomberg, Marketlink).
*Linux Shell Scripting.
*Market data provision, contribution and distribution services.
*Knowledge of enterprise class IP infrastructure (Routers, Switches, Firewalls).
*(Interacting with) Global data vendors or financial exchanges.
*Strong customer service focus with a desire to deliver a high quality service.
*Flexible, pragmatic, enthusiastic and commitment to the role.
*Ability to work under pressure and tight deadlines.
*Hands-on approach with ability to deliver to commitments.
*Organised, structured, and disciplined.
*Self motivated and highly professional with ability to take on responsibility.
*A desire to learn and improve skills and knowledge.
*Hands-on, proactive individual focused on delivery and results
*Ability to work in fast moving and highly pressured environment
The successful applicant, once probation has been passed, shall work to a shift pattern that ensures an always available support service to our clients 24 hours a day, 7 days a week, 365 days a year. Occasional working outside of this pattern to cover other shifts may be required to ensure service is maintained at all times.
The intent of this job description is to provide a representative summary of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the specific duties and responsibilities of any particular position