Back to Job SearchThe team you'll be working with:
We are looking for an experienced Level 2 Application Support Analyst as part of a Front Office Trading Desk in London. As a key member of our support team, you'll play an essential role in maintaining the stability and performance of critical trading applications, ensuring that our front office users can trade smoothly and effectively.
You will be supporting high-performance financial platforms used across a variety of asset classes, including OTC derivatives, Equities, Fixed Income, FX, ETD derivatives, and IRS. You'll work closely with traders and internal teams to resolve complex application issues, perform in-depth root cause analysis, manage release cycles, and liaise with external vendors to ensure optimal performance.
This is an exciting opportunity to work at the heart of our trading operations, supporting a fast-paced and evolving trading environment, where your expertise in problem-solving, application troubleshooting, and system management will make a direct impact on the business.
What you'll be doing:
Incident Resolution & Troubleshooting:
- Resolve Level 2 incidents related to front-office trading applications, ensuring issues are addressed quickly and effectively to minimize disruption to trading operations.
- Use your technical expertise to diagnose and troubleshoot complex application problems, such as platform errors, data feed issues, and trade execution failures, across a range of systems, including ION, Bloomberg, MarkitWire, Fidessa, Front Arena, CME Brokertec, TradeWeb, and Trading Technologies.
- Collaborate with internal technical teams and external vendors to identify solutions for recurring issues, ensuring root causes are identified and addressed.
Root Cause Analysis & Problem Management:
- Perform detailed root cause analysis (RCA) for incidents that impact trading systems, ensuring that any recurring problems are investigated thoroughly.
- Work proactively with teams across the business to implement long-term fixes, enhance system stability, and prevent future issues.
- Document solutions, common issues, and best practices for future reference to reduce incident frequency and speed up resolution times.
Vendor & Stakeholder Liaison:
- Manage relationships with vendors, serving as the primary point of contact for escalated incidents, patch management, and software updates.
- Coordinate with vendors to ensure swift resolutions and clear communication on incident progress, ensuring that service delivery meets expectations.
- Act as a liaison between traders and technical teams, providing timely updates and ensuring transparent communication throughout the incident lifecycle.
Release Management & System Updates:
- Support release management processes, ensuring the deployment of new updates, patches, and enhancements to production systems with minimal disruption to users.
- Work with development teams and QA to ensure that changes to trading applications are thoroughly tested before release and have no adverse impact on business operations.
- Post-release, monitor systems to confirm that updates are running smoothly and provide support if new issues arise.
End User Support & Communication:
- Provide clear and concise communication to front-office users (traders, quants, sales) during incidents, ensuring they are kept informed of status updates, resolutions, and any workarounds.
- Assist end users with technical queries, training, and troubleshooting to optimize their use of trading applications.
- Create and maintain user-facing documentation, FAQs, and knowledge base articles for common issues and solutions.
System Monitoring & Performance Optimization:
- Proactively monitor system health, performance metrics, and alerts to identify potential issues before they impact users.
- Collaborate with infrastructure teams to optimize application performance and ensure that systems are running efficiently, particularly during peak trading hours.
What experience you'll bring:
- Experience in Level 2 application support within the financial services or trading technology space.
- Expertise in front-office trading applications such as ION, Bloomberg, MarkitWire, Fidessa, Front Arena, CME Brokertec, TradeWeb, and Trading Technologies.
- Experience supporting a diverse range of financial products, including OTC derivatives, Equities, Fixed Income, FX, ETD derivatives, and IRS.
- Strong understanding of incident management processes and the ability to resolve complex technical issues under pressure.
Technical Skills:
- Advanced troubleshooting and diagnostic skills, particularly within trading platforms, market data feeds, and trade execution systems.
- Familiarity with ITSM tools (e.g., GLPI, ServiceNow, JIRA) for managing incidents, requests, and tracking progress.
- Proficiency in Unix/Linux and Windows environments, including command-line tools and scripting for basic system administration.
- Understanding of networking protocols and data feeds and how they interact with trading platforms.
- Experience with SQL and the ability to query databases to investigate data-related issues.
Soft Skills:
- Strong problem-solving abilities and the capacity to think critically when resolving complex issues.
- Excellent communication skills, able to clearly explain technical issues to non-technical users and deliver concise updates to stakeholders.
- Ability to work collaboratively across multiple teams, including development, trading, and infrastructure teams.
- A proactive, customer-focused mindset, with a passion for delivering excellent service to front-office traders and stakeholders.
- Ability to work under pressure in a fast-paced, high-stakes environment.
Who we are:
We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.
For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA
what we'll offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a Disability Confident Committed Employer - we want to see every candidate performing at their best throughout the job application and interview process, if you require any reasonable adjustments during the recruitment process, please let us know and we look forward to hearing from you.
Service Line Manager
Leading the Banking and Financial Markets business for NTT Data UK and member of UK Leadership Team helping to build a great place to work.
Location
“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.
At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”
Fernando Apezteguia, CEO, NTT DATA UK
