Application Support Analyst | Primes Services

Application Support Analyst

The Application Support Analyst is responsible for taking ownership of issues and providing procedural and technical support to various teams and internal/external stakeholders. In addition to driving resolution of day-to-day issues, managing incident and outages to resolution, this role requires a close partnership with Prime Services teams and the wider IT group.

Responsibilities include:

• Provide production support for all trading and back-office platforms, ensuring timely resolution of incidents for internal business users and external clients.
• Work effectively across cross-functional teams while managing multiple priorities in a high-volume, fast-paced environment.
• Act as the primary liaison between Technology and business departments, communicating system changes, gathering business requirements, and ensuring successful implementation of technical solutions.
• Build strong partnerships with business users by understanding operational workflows, identifying opportunities for process improvements, and providing exceptional customer service.
• Manage new system implementations, technical onboarding activities, and production deployments.
• Support vendor applications, coordinate software upgrades, and manage system implementations with third-party providers.
• Manage exchange relationships and coordinate mandatory exchange and vendor-driven technology upgrades.
• Gather and manage client technical requirements while collaborating with internal technology teams to deliver effective solutions.
• Deliver incident, problem, and change management in accordance with ITIL best practices.
• Maintain SQL queries for data retrieval, reporting, troubleshooting, and database maintenance.
• Support FIX messaging connectivity, APIs, and high-frequency trading platforms where applicable.
• Provide technical support during client onboarding and implementation projects.
• Produce and maintain clear technical documentation, support procedures, and operational knowledge articles.
• Proactively identify recurring issues, recommend process improvements, and implement solutions that increase operational efficiency.
• Ensure compliance with operational risk controls, regulatory requirements, company policies, and the organization's Code of Conduct.
• Perform additional duties and responsibilities as assigned.

All staff are required to:

• Ensuring compliance with the company's regulatory requirements under the FCA, NFA, AMF, AFM, MAS.
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.
• At all times complying with the FCA's Code of Conduct
• To ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility
• To report any breaches of policy to Compliance and/ or your supervisor as required
• To escalate risk events immediately
• To provide input to risk management processes, as required.

Competencies, skills, experience, and qualifications include:

• Experience managing vendor relationships, system upgrades, and exchange-mandated technology projects.
• Experience working in regulated financial environments with a strong understanding of risk and compliance requirements.
• Strong verbal and written communication skills with the ability to effectively communicate technical concepts to both technical teams and business stakeholders.
• Excellent critical thinking and analytical skills, with the ability to evaluate complex issues, identify root causes, and develop practical, effective solutions.
• Experience supporting enterprise trading, financial, or back-office applications within a financial services organization.
• Familiarity with Geneva, Syncova, or similar financial applications is preferred.
• Strong experience administering Windows and Linux/Unix environments.
• Advanced SQL skills with experience writing and optimizing complex queries.
• Experience with Power Shell scripting and automation preferred.
• Knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Experience supporting FIX messaging protocols, APIs, and electronic trading platforms.
• Understanding of front-to-back trading, clearing, and operational workflows within prime brokerage or prime services environments.

Competencies include:

• Strong customer service orientation with a commitment to delivering a positive support experience for both business users and external clients.
• Proven ability to build trusted relationships with business stakeholders, understand their needs, and translate technical concepts into business-friendly language.
• Excellent verbal, written, organizational, and documentation skills.
• Strong analytical and troubleshooting abilities with a proactive approach to problem-solving.
• Experience in customer-facing technical support, consultative support, service desk, or client services roles is highly…