Quanthouse,is the global independent provider of high performance API-based market data.Quanthouse helps hedge funds, market makers, investment banks, brokers and trading venues achieve optimal trading performance, develop and integrate new trading strategies, comply with regulatory requirements, test existing and new trading infrastructure tools and rationalize operating costs. Quanthouse provides high performance API-based end-to-end systematic trading solutions The API Data & Trading Solution has developed over time to what is now the largest API ecosystem community of buy- and sell-side participants, exchanges, prime brokers, trading venues, hedge funds, market makers and other financial services partners and vendors.
Role purpose:The role of the Technical Support Engineer / System administrator is responsible for providing advanced customer support and investigations for QuantHouse products. Your primary responsibilities will include answering questions raised by our customers through our ticketing system or over the phone within our helpdesk. Working closely with our Development teams, you will be responsible for investigating and identifying the root cause of the issue. When the root cause is identified, you will be required to fix it or escalate the issue to one of the resolution teams to fix the issue and ensure our customers are well informed as well as liaise with the relevant teams to ensure services are restored.
The Technical Support Engineer / System Administrator will also be required to identify and investigate issues, fix and recommend solutions in the instance where issues are required to be escalated / where abnormal situations are raised by our monitoring systems. You will be responsible for communicating to our customers on the progress of the incident resolution. As a key member of our Operations team, and in collaboration with our Global Network and System teams, you will play an active role in contributing to operating and expanding our systems and trading software infrastructure.
Key Relationships:Quanthouse Leadership team
Technology Leadership team
Product Solutions and Support
Clients and users
Engineering teams
Information Security team
Maintains a professional, responsive and proactive relationship with QuantHouse Clients.
Ensure that all work status and important issues are communicated, highlighting issues or concerns to the Manager and Senior Management where appropriate.
Provide clear and concise instructions and task assignments and constructive feedback.
For urgent Market Data issues, determine root cause then recommend solutions.
Follow up and track open issues for customers and provide ongoing communication as necessary.
May be asked to investigate issues raised by the production team.
Identify risks from incident patterns and proactively look for solutions.
Continuously thinking and sharing about ways to maximise reliability.
Apply, deploy in production the FeedOS solution if necessary and not delivered by the Engineering team to automate the operation.
Ensure services provided extend engineering teams through to production, enabling speed and scale globally.
Work closely with engineering teams to reduce cycle times for build and deployments.
Core Knowledge, Skills & Attributes:
Working knowledge of modern software technology.
Experience in providing production support for mission-critical applications.
Has a good understanding of Window-based software.
Has a good understanding of Linux-based software.
Is a modern thinker, looks and works to a future-state while ensuring practical outcomes are delivered today.
Strong knowledge of modern software technology, consumer trends in technology and engineering principles and practices - automates through the implementation of solutions “as-code”.
Communicates positively and confidently at all times, internally and externally relevant, valuable information.
Has an ability to relate effectively and positively with all people at all levels within Quanthouse.
Creates loyalty, trust and following a combination of personality traits (smart, innovative, low ego, collaborative, honest, of high integrity, intensity and passion).
Capable of contributing to broader business conversations beyond operational engineering and technology.
Solicits the involvement of others to build a sense of ownership and engagement.
Must have the confidence to act quickly and decisively.
Can empathise with people and clients appropriately and use that empathy in effective decision making.
Has keen interest in technology, automation and software engineering.
What We Do
We're a global team of 2,300+ people building software that helps the financial services industry perform at its best.
From the world's most iconic financial services brands to advice firms of all sizes, challenger banks, insurers, investment managers, traders and brokers, more than 10,000 businesses and half a million people use our software to help them perform better and deliver more.
We operate across Asia Pacific, United Kingdom and Europe, North America and Africa. Follow or join the tech crew that's making it easier to love financial services.
