Tech support Jobs in Philippines

Group Overview:

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

In summary, the key responsibility is to manage and maintain the multiple trading platforms, being the first point of contact to support the brokering desks in the APAC region. In order to enhance the functionality of our trading platform, the job also entails working with cross-functional team (e.g. Sales team, Product team etc) to test and launch new/existing projects.

Role Responsibilities

• First and second line support for any issues relating to the Market Administrators trading platform. Hands-on incident and problem management, ownership of internal and client-facing trade issues. This includes trade investigate, resolution, escalation, communication, follow-up, logging and trending (Identify, diagnose and resolve).

• Responsible for the ongoing maintenance of the platform’s data accuracy including updates when required and pro-active monitoring.

• Issue logging and tracking of requests via service management tool (ServiceNow).

• Ensure logging of all incidents into ServiceNow for compliance and management review.

• Monitor support chats and respond and investigate user queries and issues in a timely manner.

• Investigate system logs and outputs to analyze any user or trade flow issues either within the front office systems or between the front and trade processing systems.

• Work with the product management team in raising workflow and system improvements.

• Expectation of the desire to learn and understand brokered products relating to the Market Administrator’s trading application.

• Coordinate any internal training requirements relating to the Market Administrator’s trading platform.

• Support and testing of all new software releases before roll-out.

• Out of hours cover may also be required to accommodate any upgrade and release testing. This may also include bank holiday desk coverage.

• Maintain up-to-date team technical documentation, team procedures and processes.

• Cross-train other team members of your championed system.

Person Specification

Knowledge

• Financial Services preferably

Experience

• Reasonable experience

• Operational support experience

Skills

• IT literate,

• Basic network tracing.

• Familiarity with system log and xml analysis

• System administration,

• Data processing,

• MS Office conversant,

• Good attention to detail,

• Familiarity with financial markets

• Confidence to liaise with internal and external customers,

• Good communicator.

• A good balance of technical and social skills.

Client Focused

• Personable and engaging

• Communicates effectively and efficiently to internal and external stakeholders

• Build relationships and networks with both internally and externally wherever possible

• Demonstrates strong customer focus

• Demonstrates ability to work effectively with others

• Constructively handles disagreements to reach a resolution

• Ability to work with diverse groups/ personalities

Dynamic & Competitive

• Demonstrates high levels of energy in seeking out and achieving new goals

• Goes that “extra mile”

• Is a self-starter

• Shows evidence of being comfortable working in fast paced or pressured environments

• Enjoys a challenge and is able to escalate

• Does not give up easily

Open & Communicative

• Adapts communication style to suit audience

• Projects personal credibility

• Interacts confidently without being overbearing

• Ability to work effectively in a high-pressure environment

• Keeps emotions under control in difficult situations

• Handles criticism constructively

Professional Integrity

• Able to demonstrate honesty, integrity and professionalism

• Promotes loyalty to TP ICAP and its principles

• Works ethically and shows respect for both professional and company values

Effective

• Excellent attention to detail, highly organized with a proactive approach

• Strong analytical ability and problem-solving skills

#LI-Hybrid

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

Philippines - Ecoprime Building - Taguig City