Application Support Specialist - Overnight, Fixed Term Contract (12m)
Our commitment to you: Comprehensive training and mentorship opportunities Career development pathways Supportive team environment that values diverse perspectives Flexible working arrangements
We usually respond within two weeks
Location: London, EC2R 7DA
Job Specification – Overnight Application Support Analyst
This is a 12m fixted term contract role and is based in the UK. You will provide UK Overnight Application Support coverage for the APAC time-zone. During the first three months onboarding period, you will work UK daytime hours while receiving comprehensive training and gaining full familiarity with Pirum’s systems, processes, and support procedures.
After successfully completing the onboarding phase, you will transition to the APAC support rotation, covering overnight hours from 23:00 to 08:00 (UK time) as part of the dedicated APAC support schedule. You will take the handover from our US based team at the start of your shift and hand back to the UK team at the end of your shift. Continuing our dynamic production support to ensure a high quality of service to our clients. You will be fully trained to understand our application and business in depth. Starting with a high-level overview of Securities Finance and our application, you will then develop a detailed understanding of both. You will receive full assistance from the support and development team as you progress the steep learning curve to becoming an expert in the field.
The applications delivering the services have significant server-based data processing components and a behind-the-scenes data gateway systems. Our services are delivered over the internet via an interactive user interface.
Role
Monitoring the Pirum production and User Acceptance testing environments – using our in-house proactive monitoring tools
Investigate, action and resolve issues impacting internal systems and clients.
Work independently and prioritise tasks in what can be a challenging environment at times
Report common issues, analyse the root cause and prevent them from recurring, utilising the development team as required
Responsive to internal and external client queries and tickets
Enjoy working within a team and feeling ownership for what you do
On boarding of new services for new and existing clients
Updating system configuration across environments
Continuous improvements of the production service and team effectiveness
Participating in Client Service and Technology meetings
Handle production incidents and problem management activities related to the incident
Challenges
Develop a comprehensive understanding of the services provided and the associated benefits / value proposition for clients
Gain an understanding of the complex technical structure of Pirum’s services, starting initially at the top level, but with increasing depth over time
Maintain and continually improve the exceptional quality of support that Pirum provides to clients (e.g. by being flexible, having a “can do” approach, executing smooth data integrations, understanding client issues)
Understand the risks associated with production issues, both to the client and to Pirum and prioritise issue resolution accordingly
Improve support processes and procedures from a technical perspective
Become an expert in the Securities Finance business, Pirum products and technology
Main Technologies
Linux, Apache, MySQL, Perl, PHP
Monitoring and Alerting Systems
Ticketing / workflow Systems (e.g. Jira)
Requirements:
Essential
A Good understanding of Unix/Linux and SQL knowledge
Ability to apply the right sense of urgency in a fast-paced environment
Highly motivated, punctual, organised, responsible and not afraid to ask questions or pick up the phone to clients
Enjoy both the responsive and proactive elements of the support role
Enjoy solving complex problems
Strong Technical ability for complex issue resolution and prioritisation
Ability to communicate effectively, especially during incidents
Desirable
Knowledge of encryption protocols and browser security PGP
Customer Service or Client Interaction
Development experience
Knowledge of file transfer protocols (i.e. FTP/SFTP)
Experience with networking and firewalls
- Department
- Technology
- Role
- Level 3
- Locations
- City of London
About Pirum
Established in 2000, Pirum is a dynamic Fintech that provides a comprehensive set of SaaS based automation solutions facilitating pre-/post-trade processing, regulatory reporting and collateral management for the global securities finance industry. Pirum’s client base includes most of the top-tier financial institutions worldwide and the business is as recognised for its innovative solutions as it is for providing best-in-class customer service.
Headquartered in London, and with offices also in New York, Pirum is currently co-owned by two PE firms – Bowmark Capital (since 2019) and Hg Capital (since 2021/22). Under Bowmark’s and Hg’s ownership, Pirum has pursued an ambitious agenda of organic growth, with the investors’ financial services technology credentials and international footprints enabling Pirum to continue its global expansion and investment in additional innovations.