L2 Support Engineer - Global Financial Firm

Responsibilities

• 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

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

• Serve as both an escalation point and a subject-matter expert in the Traiana applications

• Answer L1 team's with questions regarding their escalations and General Traiana 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

Mandatory

• Japanese and English fluency

• 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

• 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

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

Preferred

• Knowledge/experience in financial industry

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

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

• 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