eServices is a global, customer-facing technology support team operating across EMEA, APAC, and the US. The team supports a suite of fully electronic trading platforms under the FMX brand, operating on a 24/5 basis across trading applications, market data, middle office systems, and post-trade processing.

This role is responsible for delivering first-line support across multiple platforms and asset classes—including Fixed Income, Futures, and Foreign Exchange—ensuring the timely investigation and resolution of client and system issues within a fast-paced, time-sensitive trading environment.

Working as part of a global, shift-based team, the successful candidate will collaborate with internal stakeholders and external clients, combining technical expertise with strong communication and client engagement skills, and demonstrating a strong appetite to understand low-level technical aspects of the platform.

Responsibilities

- Provide first-line support across trading platforms, managing incidents end-to-end within SLA.
- Own and drive investigations from triage through to resolution.
- Monitor alerts and respond proactively to issues in real time.
- Troubleshoot FIX connectivity, order routing, and market data issues.
- Analyse FIX logs and investigate order/trade activity.
- Perform operational tasks such as order lookups, cancellations, and trade exports.
- Communicate effectively during incidents and manage stakeholder expectations.
- Build relationships with clients and internal teams.




- Maintain understanding of end-to-end trading workflows.
- Support global shift model with transparent handovers.
- Drive continuous improvement including automation and AI adoption.
- Create, maintain, and improve procedural documentation within Confluence.
- Participate in projects and team initiatives.

Experience

- 2–3 years in financial services support (bank, IDB, exchange, clearing).
- Experience across FX, Rates, or Credit products.
- FIX API troubleshooting experience.
- Understanding of trading workflows and trade lifecycle.
- Exposure to deployment or networking preferred
- Demonstrated interest in understanding low-level system architecture, including infrastructure, networking, and platform internals.

Skills

- Strong problem-solving and analytical ability.
- Attention to detail in time-sensitive environments.
- Effective multitasking and prioritisation.
- Excellent communication (technical + business).
- Proficiency in Microsoft Office tools.
- Understanding of networks and protocols (desirable).
- Familiarity with Confluence, Dynamics, Teams, Salesforce (desirable).
- Awareness of AI tools for workflow efficiency (desirable)
- Curiosity and drive to investigate issues at a deep technical level, including logs, system behaviour, and underlying platform components.
- Client-focused and relationship-driven.
- Strong ownership and accountability.
- Team-oriented in a global environment.

#J-18808-Ljbffr

📌 Customer Technical Support (City of Sydney)
🏢 BGC Group
📍 City of Sydney