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L2 Support Engineer - Global Financial Firm

仕事詳細

勤務地: 日本
給与: Negotiable
職種: 正社員
専門:
参照: BBBH41513_1663305244
No consultant assigned to this job.

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

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