The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will have specific accountability for Calastone’s production technology systems, for the on-boarding of clients and for the support of the QA team in testing of new code to enable new products, functionality and clients.
Key Responsibilities
- Proactively monitor the production services.
- Provide first line support to Calastone’s customers.
- Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
- Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
- Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
- Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
- Work with, and communicate to, all customers and internal technical staff during implementations.
- Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
- Maintain Calastone’s reputation for high-quality service support and delivery.
- Contribute to all aspects of general business improvement.
Required Knowledge & Experience
- Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
- Application support and operations in a client facing, financial environment.
- Experience of project delivery life-cycles, in accordance with industry best practice.
- Knowledge of ITIL is beneficial.
- Knowledge of Salesforce is an advantage.
- Business Level written and spoken English and Italian skills essential, Spanish language would be an additional asset.
Person Specification
- Ability to stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues.
- Team player in multi-disciplined environment.
- Strong work ethic and entrepreneurial approach.
- Passionate about quality and ‘getting it right’.
- Highest levels of professionalism, honesty and integrity.
- Willing to pursue a problem through to root cause identification.
- Attention to detail.
- Balanced individual able to critically appraise own strengths and weaknesses.
- An example setter by deed as well as words.
- Needs to be able to hold their corner and to be able to deal with a spirited work environment.
- Flexible attitude and willingness to work alternative shift pattern, including night shift, should that be necessary (especially during training period).
A shift system is in operation, consisting of:
Day Shift Early: 07:30 to 16:00 Monday to Friday, with 1 hour break (7.5 hours work), On Friday, you may be asked to perform late shift 15:30 to 00:00, with 1 hour break (7.5 hours work),
or
Day Shift Regular: 09:00 to 17:30 Monday to Friday, with 1 hour break (7.5 hours work), On Friday, you may be asked to perform late shift 15:30 to 00:00, with 1 hour break (7.5 hours work),
or
Day Shift Late: 15:30 to 00:00 Sunday to Thursday, with 1 hour break (7.5 hours work)
Please note that although you are on a Day Shift contract, you will be required to occasionally work on the Night Shift 23:30 to 08:00, as is currently the case. Occasional weekend and Bank Holiday working will be required for which time off in lieu or payment at the approved daily rate will be given.
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