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L2 kdb+ Support Engineer

Location: This role is based in Singapore.

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Principal Accountabilities

  • Providing 2nd level support to our world-wide customer base which uses a diverse set of products in the capital and foreign exchange markets.
  • Recording reported issues accurately, troubleshooting and analysing issues reported by clients and internal staff, resolving those issues where applicable or escalating either externally or internally
  • Proactively monitoring and managing the bureau environment using proprietary and industry standard monitoring tools to ensure that all customer systems and communication networks are working within predefined parameters
  • Drives continuous improvement efforts by identifying and championing practical means of reducing time to market while maintaining high-quality products (i.e. – process improvements/automation opportunities).

The Role 

  • Delivering support to existing business users and investigating and resolving application errors, data discrepancies and queries
  • Maintaining good customer relations through the provision of excellent service
  • Providing accurate and timely information on calls and issues to all relevant stakeholders
  • Liaising with third party service providers to ensure compliance with required service standards and ensure system availability for client production systems
  • Escalate issues to 3rd Level teams where required and providing accurate and relevant collateral to aid further investigation
  • Monitor systems by reacting to alerts from the applications software or by Automatic systems. Note problems and identify any performance trends. Escalate corrective actions to relevant Technical teams to improve performance and to avoid problems arising in the future
  • Ability to identify gaps in current systems and propose workable solutions
  • Ensuring security and control of all access to sensitive customer and business data by following agreed security procedures
  • Liaising with vendors, other support personnel and technical and business departments on support and technical issues
  • The ability to adjust to the changing demands of support landscape and workload at short notice. Prioritize and manage multiple issue tickets to ensure timely and correct resolution in line with agreed FD Technologies/client Service Level Agreements
  • Play a lead role in preliminary story review, providing constructive feedback and input on both work effort estimation as well as architecture/design improvements.

Criteria

  • Experience of recording and solving application support issues from customers, prioritising requests, implementing and communicating timely solutions.
  • Analytical thinking – an ability to understand a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
  • Familiar with general IT infrastructure (hardware, databases, operating systems, local area networks etc. Have general Network/Comms experience with a knowledge of Wide Area Network topologies and technologies and also possess some experience with UNIX and Web based technologies.
  • Familiar with KDB+, Linux, Nagios, JIRA, and Confluence.
  • Must have a good command of the English language in order to provide effective phone and email support.
  • Be able to work on own initiative and to deadlines.

Please Note

  • Some out-of-hours and weekend work will be required for which overtime or time off in lieu will be paid.

Working for KX:

At KX, you will embark upon a career with life-long learning at its core, facilitating rapid professional and personal development and the opportunity to design your own path. We support a variety of external training courses and accreditations and are truly passionate about our Mentor Program, through which our senior colleagues generously set aside personal time to coach and support others in their career progression.
We are delighted to have several active internal networks, social committees, and charity initiatives, designed with the intention of meeting the holistic needs of our employees and giving back to our communities.

Our employees are rewarded with numerous benefits as part of their employment, including:

  • Competitive Salary
  • Extensive Health Care Package
  • Pension plan
  • Employee Assistance Programme
  • Annual leave increasing with service
  • Group Life Protection Benefit
  • Training opportunities
  • KX Internal Network and Sports & Social Calendar

If you meet these requirements and would like to apply for this role.