The Application Support role is within a large global support team providing first, second and third line support on a range of leading Capital Markets software, ensuring a quality service for our clients through timely and accurate solutions to raised incidents.
SQL Query / Unix experience required.
Receive customer support calls and accurately log and profile them.
Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible.
Research issues and interrogate support materials and knowledge bank to source solutions.
Log bugs and major incidents with 3rd line support.
Perform customer call backs and monitor calls through to resolution.
Actively manage customer satisfaction and provide timely updates on call progress.
Provide advice and guidance on how best to configure systems to meet customer requirements.
Pursue system traces or queries concerning customer databases in order to gather enough. information to be able to triage calls and assess the need for workarounds or application fixes.
Roll out version upgrades for customers and where necessary, carry out customization rewrites or migration.
Engage in small managed development projects such as system connectors and screen designs.
Work on a 24 / 7 support shift plan to support our global customer base.
Perform occasional customer site visits as required.
We’re a leading provider of products and consulting services to the capital markets industry, with over 2500 staff globally.
First Derivatives (FD) is a provider of high-performance time series database software to a variety of industries as well as regulatory and IT consulting services to the capital markets industry.
The combined proposition gives FD a differentiated offering within capital markets, an industry increasingly challenged by regulation and data management.
Additionally, FD has begun to establish itself in a number of industries outside of capital markets.
Benefits including pension, healthcare, business expenses, competitive holidays and more.
Please note that this opportunity is based at our Newry HQ .