Job Description

Job Description

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As a member of the eServices team, you will play a crucial role in delivering exceptional support to clients, ensuring smooth operations for our electronic trading platforms. This role demands a unique blend of technical expertise, solid communication skills, and a client‐centric approach, all within a fast‐paced, dynamic trading environment.

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Responsibilities

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- Provide first‐line support for trading platforms, managing incidents within SLAs.
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- Drive investigations from triage to resolution, ensuring timely issue resolution.
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- Monitor alerts and respond proactively to real‐time issues.
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- Troubleshoot FIX connectivity, order routing, and market data challenges.
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- Analyze FIX logs and investigate order/trade activities for accurate resolution.
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- Perform operational tasks like order lookups, cancellations, and trade exports.
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- Effectively communicate during incidents and manage stakeholder expectations.
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- Build and maintain strong relationships with clients and internal teams.
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- Stay updated with end‐to‐end trading workflows for efficient support.




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- Support the global shift model with clear and effective handovers.
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Qualifications

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- 2-3 years of experience in financial services support, ideally in banking, IDB, exchange, or clearing.
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- Experience with FX, Rates, or Credit products is essential.
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- Proven FIX API troubleshooting skills are a must.
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- Understanding of trading workflows and the trade lifecycle is crucial.
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- Exposure to deployment or networking is an advantage.
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- A demonstrated interest in low‐level system architecture, including infrastructure, networking, and platform internals.
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- Strong problem‐solving and analytical abilities are key.
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- Excellent multitasking and prioritization skills, especially in time‐sensitive environments.
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- Proficiency in Microsoft Office tools, with familiarity in Confluence, Dynamics, Teams, and Salesforce being desirable.
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- Awareness of AI tools for workflow efficiency is a plus.
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📌 Customer Support eServices (New South Wales)
🏢 Cantor Fitzgerald
📍 New South Wales