Application Support Specialist (Financial Services Application)

Ref#: 15504

Function: Cloud Services

Location: Philippines, Makati City

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OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.

The Opportunity:

The Application Support Analyst’s role is to support a financial services application used globally by a major financial institution.  This includes production support, new client on-boarding/implementations, client certification/testing, and application monitoring.  The specialist will also need to use incident and problem management to resolve issues or engage counter parts assuming responsibility for performance metrics and service level agreements.

You are great at:

  • Production Support
  • Provide first and second level support for the application including day to day incident management, problem management, and request management as applicable.
  • Respond within SLAs to all customer emails and phone calls.  Provide periodic updates until incident has been resolved.
  • Respond to alerts generated for any point of failure within the client solution.
  • Monitor application and all links to ensure all transactions are received and delivered on time.
  • Review and assume responsibility for performance metrics and service level agreements.
  • Client/Customer On-boarding
  • Oversee the on-boarding of new clients through an infrastructure of both internal and external contacts
  • Serve as the first level of support for all on-boarding related questions and issues.
  • Communicate directly with clients and vendors to coordinate client testing and support.
  • Assist with FIX, Swift, and File based client certification

What it takes:

  • Must possess at least a Bachelor’s/College Degree or equivalent in technology, business, or finance
  • 2-3 years’ experience in production services/support in a mission critical managed services environment
  • Excellent written and verbal communication skills
  • Experience with and/or knowledge of applications that support securities business
  • Experience with and/or knowledge of financial equities business
  • Working knowledge with one or more of the following financial protocols: FIX, SWIFT
  • Securities trade and post-trade processing business experience
  • Working experience at a brokerage firm, bank, or financial services vendor in technology or post trade processing
  • Knowledge of global securities markets practices
  • Ability to directly address conflicts and escalate issues where appropriate
  • Maintains a sense of urgency with the capability to prioritize/multi-task
  • Aptitude to communicate effectively at all levels of the organization including clients and front office personnel
  • Technical experience in any of the following fields but not limited to: Java, Database Modeling, SQL, Software Development
  • Excellent analytical, problem solving, and time management skills

At OpenText we understand and value diversity in our employees are proud to be an Equal Opportunity Employer

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