Customer Support, eOperations
2d ago

Information Technology / Software Development Financial Services 21000908 Requisition #

Role Overview

eOperations is a global technology support team spread across EMEA, APAC and US, providing customer-facing trading application, middle office, market data and STP support, for BGC partners group brands (GFI, BGC, Latium, RP Martin, Sunrise, Cantor, Aurel).

eOperations works closely with internal teams (eSales, product strategy, brokers) as well as external (traders, operations / IT support teams) clients.

Leveraging a unique skillset mix (business, product, technical and compliance knowledge, along with relationship management) to investigate and resolve issues or engage with other IT teams (level-two application support, development, Integration, deployment, networks, citrix, regulatory reporting, amongst others) where required.

The team have oversight of the trade lifecycle from the point of order entry through to clearing and settlement. Operating in a fast-paced environment, you will be expected to multitask and prioritise issues / requests, which many carry operational / financial / reputational risk, whilst adhering to agreed SLAs and processes.

The candidate will become a subject matter expert in region, expected to develop long lasting relationships with key stakeholders across front-middle-back office, operations and IT.

The candidate will have an opportunity to review existing operational processes and streamline where appropriate, whilst having an input into the support model and decisions made with how the team provides the best support possible.


  • Diagnose and resolve first-line support issues within service level agreement, escalating those requiring second / third line support via the defined process and appropriate channel, ensuring full audit of support issues are clearly documented within the service desk tool.
  • Manage communication for internal / external clients providing succinct, proactive updates and setting expectations through to resolution.
  • Manage your own book of work and the distribution of work for team where required.
  • Ensure issues / queries reported (via phone, e-mail, MS teams, Bloomberg or in person) are logged and tracked for audit purposes.
  • Gain an understanding of the pre and post trade workflows along with the various customer workflows, to optimize issue resolution.
  • This will include the publishing of market data, order entry and trade execution through to STP confirmation.

  • Become the subject matter expert on trading platform functionalities, able to replicate production issues within UAT as well as being an integral part for new platform initiative testing.
  • Perform existing daily health checks.
  • Manage relationships with 3rd party vendors (ICE, Markit, LCH, Broadway, ION, Refinitiv).
  • Participate in projects; this will include hosting / presenting calls / meetings offering your specialist knowledge.
  • Training others within the firm on the front and middle office applications we support as well as distributing knowledge amongst the team.
  • Contribute to team training and contact documentation (confluence) including reviewing existing / producing new documentation and videos for the benefit of the team.
  • Experience

  • 5+ years in a support environment (preferably broker, investment bank, exchange, clearing house or similar financial services) supporting a one or combination of FX (NDF, SWAP, FWD, FXO), rates (IRO, UK Gilts, Inflation, IRS).
  • Supporting and troubleshooting FIX API connections / issues.
  • Raw server log interrogation and navigation around directories in a Unix / Linux environment.
  • End-to-end trade flow knowledge, including market data subscription and STP (T-Zero, Markitwire / MarkitServ, ICElink, RTNS / Refinitiv and ION) is highly desirable.
  • Application deployment and / or network experience is highly desirable.
  • Skills

  • Adapting to new proprietary technologies and financial products.
  • Lateral thinking many queries / issues are ambiguous or unique.
  • Leadership potential.
  • A keen eye for attention to detail.
  • Multi-tasking and prioritisation.
  • Excellent verbal, written and in-person communication ability to understand a business user and translate to IT in technical detail.
  • Microsoft suite (Outlook, Word, Excel, PowerPoint, Teams).
  • SQL knowledge desirable.
  • JIRA service desk desirable.
  • Server administration desirable.
  • Scripting would be beneficial.
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