Company Profile
Founded in 1997, Calypso Technology is a leading global application software provider for the capital markets industry, delivering an integrated suite of trading, risk and processing applications within many of the premier financial institutions including banks, asset managers, hedge funds, and other companies participating in the world's financial markets. Its innovative platform is the industry's first integrated application suite with the ability to support the trading, risk management, and processing of various financial products such as Interest Rate, Credit, Foreign Exchange, Commodity and Equity and their derivatives.
With strategically based offices in global financial centers in San Francisco (headquarters), New York, London, Paris, Frankfurt, Copenhagen, Moscow, Johannesburg, Sydney, Tokyo, Singapore, Hong Kong, Beijing, Mumbai and Chennai, our 500+ employees include some of the best talent from the capital markets and technology industries. Our global presence offers international exposure, experience and travel for many of our employment positions.
Calypso Technology's clients are industry innovators and leaders - from 8 of the world's top 10 banks to regional and local banks, and the world's largest asset managers, leading hedge funds, and insurance companies. With over 110+ customers and 18,000+ users around the world, we are extremely proud of the relationships we have developed. A partial list of our clients can be found here: www.calypso.com/customers/ With a world-class team of professionals who share a passion to succeed, Calypso places a high value on providing equal employment opportunities and maintaining a diverse workforce.
We invite you to explore the Calypso website and discover how our organization can help you to navigate your journey in finding a rewarding career and achieving your own personal and professional goals.
Job Description Overview
The Product Support Analyst's daily task is to address and resolve product issues related to the installation, use, maintenance, and upgrade of Calypso products. The Product Support Analyst also provides advice on the configuration and use of Calypso products and participates in the product enhancement request process. The product support Analyst works with customers, partners, and internal groups including engineering, quality assurance, product management, professional services. This position affords a unique opportunity to enhance existing capital markets knowledge including a front-to-back, cross-asset view of the capital markets.
Responsibilities
- Maintain subject matter expertise in one or more asset class(es) and associated market trends by monitoring current industry research publications.
- Participate in the creation of new tools or new processes to improve customer satisfaction, or improve product support effectiveness/efficiency.
- Ensure assigned product support cases are moving as quickly as possible through the product support process flow and escalate issues to product support management when necessary.
- Mentor new Product Support team members.
Work on special projects as assigned.Work directly with case creators to resolve API related issues.
Responsible for applying bug fixes to client code version.
Work collaboratively with case creators (customers, partners, and professional services) to resolve product issues they reported.
Work collaboratively with suppliers including product management, engineering, quality assurance, professional services, and other members of the product support organization to provide resolutions to reported problems.
Confirm submitted product support cases contain the information required to work starts.
Understand, analyze, and replicate product issues.
Write test programs as required, in order to simulate the issue being faced by clients.
Provide known resolutions and/ or advice to customers, professional services, and partners.
Request product fixes from engineering.
Create, test, and deliver hotfixes.
Skills & Requirements :
Work collaboratively with case creators (customers, partners, and professional services) to resolve product issues they reported.
Work collaboratively with suppliers including product management, engineering, quality assurance, professional services, and other members of the product support organization to provide resolutions to reported problems.
Confirm submitted product support cases contain the information required to work starts.
Understand, analyze, and replicate product issues.
Provide known resolutions and/ or advice to customers, professional services, and partners.
Request product fixes from engineering.
Create, test, and deliver hotfixes.
Maintain subject matter expertise in one or more asset class(es) and associated market trends by monitoring current industry research publications.
Participate in the creation of new tools or new processes to improve customer satisfaction, or improve product support effectiveness/efficiency.
Ensure assigned product support cases are moving as quickly as possible through the product support process flow and escalate issues to product support management when necessary.
Mentor new Product Support team members.
Work on special projects as assigned.
Requirements:
Required:
At least 2 years Experience in commercial software including Core Java, Swing, JDBC, RMI, SQL, XML (exceptional candidates with less experience will be considered)
Excellent object-oriented analysis, design & development skills
Knowledge of relational databases and SQL including working experience with Sybase and/or Oracle
Strong problem solving and debugging skills
A basic understanding of finance is required
Preferred:
2 to 4 years relevant, working experience within the banking/financial industry.
Domain experience in developing software or implementing software in support of any or all of the following asset classes: credit derivatives, interest rate derivatives, equity derivatives, fixed income, or FX (Front Office or Back Office)
Understanding basic concepts of trade capture and trade processing
Strong Mathematical or Analytical Background
Skills and Competencies:
Personal Leadership
Acting with integrity
Performing under pressure
Managing time wisely
Thinking and Analytic Skills
Critical thinking and analysis
Problem solving
Priority Setting
Business Acumen
Understanding the business - industry or market
Understanding the business - functional discipline
Technology savvy
Strategic
Creativity and innovation - process, systems, tools
Business case developmento Scenario identification and analysis
Tactical / Operating
Priority setting
Time management
Staying on point
Communication Skills
Oral communication in English
Written communication in English
Working with People
Good Manners
Teamwork
Build coalitions and partnerships
Influencing (Very Important)
Calypso Technology is an equal opportunity employee (EOE) and strongly supports diversity in the workforce.
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