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Consultant Technique Saas

Ref : JRQ$202-12661

Paris

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Job description

Murex is a recognized global leader in software development for trading, risk management and processing. Every day banks, asset managers, corporations and utilities, across the world, rely on Murex people and Murex solutions to support their capital markets activities. Our motto “pioneering again” sums it all up: since its creation, Murex has reinvented itself time and again to adapt to capital markets revolutions – each time offering innovative software solutions to the industry.

Over 2000 specialists are located across our 17 offices: Beijing, Beirut, Dubai, Dublin, Hong Kong, London, Luxembourg, Moscow, New York, Paris, Sao Paulo, Santiago, Seoul, Singapore, Sydney, Tokyo, and Toronto.

Mission

Performs technical incident and problem management to SaaS functional consultants & SaaS customers to resolve incidents occurring on the service restoring normal operations with the least possible impact on the business.

Enriches knowledge base & procedures at the team level; deploy and improve tools to continuously increase efficiency of the incident management the team provides.

Main activities to be performed

  • High level of understanding of the architecture and technical configuration of the MX application.
  • Thorough understanding of the SaaS framework.
    • Understands the SaaS architecture in depth and how layers interact, and applies Murex best practices on the SAAS environment
    • Helps and train other team members on SaaS technical procedures, plays first level of escalation for SaaS technical issues.
    • Has full technical ownership on his scope during client activity during client business hours
    • Implements specific tools based on well-defined specifications, and communicate with the Hosting Provider and with internal team to ensure needed infrastructure is supplied
  • Deeper knowledge for 1 or 2 services where he is responsible for the evolution of the understanding of the team on these modules.
  • Handles all types of technical Cases and technical productions Incidents, escalates in timely manner when beyond his / her expertise and do both incident management and post mortem analysis. 
  • Identifies impediments and suggest solutions related to daily activities.
  • Builds and continuously develops an internal network, communicate effectively with peers to ensure understanding and constant feedback and visibility on SaaS technical support activity.
  • Listens to clients, seeks to understand their business, monitors client satisfaction and sees it as a priority; invests time and efforts in critical situations.
  • Acts based on the business impact(s) of the Incident on client side.
  • May train and support new team members on both technical and operational activities

 

Interactions/collaboration

  • Interacts with the Hosting Provider
  • Interacts with internal teams: Operate, System, PAC, PES
  • Provides technical feedback for product teams such as System and PAC