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First Line Support Analyst, UAE-Dubai

First Line Support Analyst

Company:		Standard Chartered Bank UAE
Location:		UAE-Dubai
Compensation:		Competitive Package
Position Type:		Employee
Employment type:		Full time
Updated:		30 Sep 2008
eFC Ref no:		435270

The Derivatives Systems First Line Support team is responsible for providing 24*5 user and production support for Front and Back Office Derivatives applications in Standard Chartered. The team incorporates a “Follow-The-Sun” model providing 24 hours support desk manned in Singapore, London, Dubai and New York.

•Responsible for stability of production environments ensuring all applications and interfaces have maximum availability. •Receive calls/remedy tickets for user and application issues and trouble shoot them. If required, escalate to 2nd line for further investigation to keep within SLA. •Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Service to resolve complex issues and outages. •Track incidents and provide regular updates to users on request status and progress. •Manage/coordinate recurring issues and ensure long-term resolution. •Highlight user training and education needs and maintain excellent user satisfaction. •Highly motivated to learn and manage different applications across derivatives. •Work as a global support liaison with teams in Dubai, London and New York. •Document common issues for team’s perusal. •Follow escalation procedures during outages and ensure root-cause analysis. •Monitor and oversee End of Day batches and escalate to 2nd line in case of failures. Skills Required: •Good knowledge of FX Options/IRDs/Commodities/Credit Derivatives products. •Should be able to balance business and systems knowledge effectively. •Hands on in technologies like UNIX, Sybase and XML. •Keenness to understand and resolve PL/Risk/Fixing/Settlement issues on his/her own. •Strong team player, effective in communicating internationally and used to working closely with clients. •Experience in working on different derivatives applications and interfaces. •Ability to work under pressure and deliver excellent results.

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Standard Chartered Bank UAE

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