Operations Analyst

Location : Makati (Manila), Philippines

Job specification

Level 2 Support

• Respond to triaged client queries in a timely and accurate manner

• Act as the conduit between developers, product and support managers to investigate, troubleshoot, escalate complex or time sensitive issues in line with SLAs

• Take ownership and accountability to improve individual and team knowledge on existing and new product functionality relying on functional specifications, documented past responses, code base and individual trial and error

• Bridge the gap between users and the development team, interpreting client business requirements into understandable development tasks to determine if the product is functioning as per design and client requirements

• Work with the local test manager to create and execute quality functional test plans and cases that align with support bugs or product gaps identified

• Keep line manager(s) updated on progress, capacity constraints and advise them on all relevant issues.

• Maintain knowledge base and runbooks for recurring problems.

Service Ownership

• Serve as the accountable owner for assigned application/service

• Provide transparent reporting on service reliability and improvement outcomes.

• Drive continuous improvement initiatives that increase reliability and time to resolve

Testing and Release Readiness

• Participate in regression testing, for major and minor releases as well as perform preliminary checks on upgrade processes providing a user view on technical steps

• Participate in adhoc task associated with release management including but not limited to updating of wikis, review and update of HELP documentation

Essential Skills/Basic Qualifications

• A passion for software development and strong interest in the Financial Services industry.

• 5+ years of qualified experience in a business analyst/ application support analyst/ operations analyst role or finance/accounting discipline.

• Ability to prioritise and multitask across a varying number of tasks in a pragmatic manner while managing stakeholder expectations

• Enjoys problem solving, analytical & numerical analysis

• Enjoys questioning status quo, exploring new concepts and technology to work smarter

• Reputable tertiary qualifications.

• Strong communication skills, both written and verbal are essential.

• Excellent interpersonal, stakeholder engagement and facilitation skills.

• Ability to communicate and work effectively within a multi-region team and global client base.

• Fund administration or funds management or securities markets experience desirable

• SQL and .NET experience preferred

• ITIL Certification (V4) desirable

What you will get in return:

· A genuinely unique opportunity to be part of an expanding large global business;

· Competitive remuneration commensurate with skills and experience;

· Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/

“Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.”