IT Support Analyst

Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights and analytics.

The IT department is responsible for handling all the technological issues that arise and enables the company's employees to communicate, collaborate and perform their role duties.

Role Summary

Working as part of the IT function in APAC, based in the Singapore Office, you will support IT needs of the business in the region via Follow-the-Sun model.

Overall Responsibilities

• Desktop support of users, Locally, APAC and Globally where needed
• Assist Global teams to maintain the server and network infrastructure locally
• Management of IT specific projects within the region
• Management of the over-night global support process (follow-the-sun)
• Development and maintenance of documentation
• Local representation of the Global IT Service Desk team
• Candidate needs to work in shift schedule
  - UK daylight saving on:
  Monday: 08:00 – 17:00
  Tuesday – Friday: 08:30 – 17:30
  - UK daylight saving off:
  Monday: 08:30 – 17:30
  Tuesday – Friday: 09:00 – 18:00
• As part of the IT Service Desk, you will have the following responsibilities:
  - Management and resolution of incidents escalated from the service desk
  - Knowledge sharing with other team members
  - Adherence to global change, incident, problem and request policies and procedures
  - Adherence to global security policies
  - Supporting Weekend IT changes, where it applies
  - Project support, where it applies

Standard Responsibilities:

• Ensuring compliance with the company’s regulatory requirements under the FCA, NFA, AMF, AFM, MAS - DELETE OR ADD AS APPROPRIATE.
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.
• At all times complying with Marex’s Code of Conduct.
• To ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility.
• To report any breaches of policy to Compliance and/ or your supervisor as required.
• To escalate risk events immediately.
• To provide input to risk management processes, as required.
  
• The Company may require you to carry out other duties from time to time

Competencies, Skills and Experience

Skills and Experience Required

• Previous experience of working in the banking/ finance industry is highly desirable. At least 10 years’ experience in a similar role is what we would hope the successful candidate to have.
  
• The technical areas you will be expected to be competent in are as follows:
  - Standard Microsoft desktop technology (Office365, Microsoft Teams)
  - Standard Microsoft server platforms (Windows server 2016, 2019)
  - Understanding of Windows 2019 Active Directory Services
  - Working knowledge of ATERA Desktop Central system
  - Install and configure new IT equipment
  - Troubleshoot and upgrade software, hardware, and network incidents for workstations and office equipment, including operating systems and software applications
  - Setup user, email and application accounts
  - Provide new user orientation to new employees on the use of the computer system and network
  - Record, update and document requests using the IT service desk systems (JIRA, Confluence)
  - Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
  - Escalate unsolvable issues to proper tier support team members
  - Follow up with users to ensure the problem has been solved
  - Setup and maintain the leased line and internet connection for our clients.
  - Experience in supporting trading system is highly preferred.
  - Experience in supporting Cloud9 system is highly preferred.
  - Knowledge sharing with other team members through a knowledge base system
  - IT project works: - Working with other Global IT teams.
  - Aligning working practices to ITIL framework where appropriate
  - In addition to the above, all members of the team are expected to contribute to departmental projects, and this can include weekend work.
• Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness

Competencies

• Strong management experience (people/ stakeholders/applications)
• Proven history of IT experience within a bank or brokerage trading environment
• Knowledge of current F&O vendor platforms at administrative and technical level.
• Strong communication skills and good telephone manner
• Strong understanding of brokerage operational flow and ‘lifecycle of a trade’
• Good understanding of general IT, network, operating systems and server management
• Experience of driving change initiatives in a service environment
• Experience in Trading Technologies CQG/Fidessa/SharePoint platforms would advantageous
• Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this.

Professional Qualifications

• ITIL v3 and/or Windows Admin / CCNA above other qualifications are a plus.

Company Values

Acting as a role model for the values of the Company:

Be collaborative - by working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients

Act with integrity - we pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders

Be adaptable and entrepreneurial - we embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face.

Be respectful – how we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do.

Nurture talent – we aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support – for ourselves and our teams.