Back to Job SearchThe team you'll be working with:
We are seeking a proactive and detail-oriented Level 1 Application Support Analyst as part of a Front Office Trading Desk in London. This is an exciting opportunity to work with a diverse set of financial applications and support the trading of key financial products such as OTC derivatives, Equity, Fixed Income, FX, ETD derivatives, and IRS. As a Level 1 support analyst, you will be responsible for logging, managing, and escalating support incidents for critical applications, including ION, Bloomberg, MarkitWire, Fidessa, Front Arena, CME Brokertec, TradeWeb, and Trading Technologies.
The successful candidate will act as the first point of contact for traders, helping them resolve application issues quickly and effectively, and ensuring incidents are escalated and routed to the appropriate internal or external teams for resolution.
This role will be a permanent position, on site in London 5 days a week.
What you'll be doing:
Incident Management & Support:
- Serve as the first line of support for trading desks experiencing issues with core front-office trading applications.
- Log support incidents and service requests in the incident management system (ITSM tool), ensuring all details are accurately captured.
- Gather relevant information from end users (traders, sales, and other stakeholders) to fully understand the issue and document it appropriately.
- Troubleshoot and resolve common issues within supported applications, such as ION, Bloomberg, MarkitWire, Fidessa, Front Arena, CME Brokertec, TradeWeb, and Trading Technologies.
- Prioritize incidents based on severity, escalating more complex issues to Level 2 Support or the relevant technical teams (e.g., infrastructure, vendor support).
- Provide timely updates on the status of incidents, ensuring communication is clear between users and support teams.
Routing & Coordination:
- Assess incoming issues and determine the appropriate team for escalation (e.g., Trading Technology, Development, Infrastructure Support, or External Vendor Support).
- Act as a liaison between front office users and the relevant technical teams, ensuring quick resolution of issues to minimize trader downtime.
- Track and follow up on incidents to ensure appropriate resolution within agreed SLAs.
Application Support & Monitoring:
- Develop a working knowledge of financial trading applications, including their functionalities, interfaces, and common issues, in order to provide quick resolutions to front office traders.
- Monitor the performance of applications (e.g., trading platforms, data feeds) and escalate issues that may impact trading performance.
- Ensure that common issues are documented for future reference, and assist in the development of workarounds or best practices for users.
User Support & Training:
- Provide basic user assistance and troubleshooting for applications such as ION, Bloomberg, Fidessa, and others.
- Assist traders with configuration or set-up issues, ensuring they are able to use the applications effectively.
- Offer guidance on common system workflows, helping traders resolve issues quickly without escalation when possible.
Documentation & Knowledge Management:
- Maintain detailed records of incidents, resolutions, and user communications for future reference and trend analysis.
- Create and update internal documentation (Confluence and Wiki page), including FAQs and troubleshooting guides for recurring issues.
- Assist in maintaining a knowledge base to improve self-service capabilities for end-users.
Collaboration & Communication:
- Work closely with the Front Office trading desk, Technical teams, and Vendors to ensure smooth operations and quick resolution of any issues.
- Maintain clear and concise communication with traders regarding the status of their incidents.
- Report on key support trends, incidents, and ongoing issues to help drive improvements in system performance and user support.
What experience you'll bring:
- Proven experience in an Application Support role, ideally in a financial services or trading environment.
- Experience with front-office trading platforms and financial applications, such as ION, Bloomberg, MarkitWire, Fidessa, Front Arena, CME Brokertec, TradeWeb, and Trading Technologies.
- Exposure to OTC derivatives, Equities, Fixed Income, FX, ETD derivatives, and IRS products.
- Understanding of incident management processes and familiarity with ITSM tools (e.g., GLPI, ServiceNow, Remedy, JIRA).
Technical Skills:
- Basic understanding of trading systems, including market data platforms, trade execution systems, and order management systems.
- Familiarity with Windows and Linux/Unix operating systems.
- Experience in diagnosing and troubleshooting application issues in a live trading environment.
- Understanding of network issues and data feed performance and how these impact trading applications.
Communication Skills:
- Excellent verbal and written communication skills, with the ability to effectively communicate with traders, technical teams, and management.
- Ability to explain technical issues to non-technical stakeholders, providing clear instructions and updates.
Personal Attributes:
- Strong problem-solving skills and the ability to work well under pressure in a fast-paced environment.
- Customer-focused with a passion for delivering excellent user support.
- Self-motivated, with the ability to work independently and as part of a team.
- Strong attention to detail and methodical approach to incident management.
- Ability to multi-task and manage a high volume of incidents simultaneously.
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.
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“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
