Status: Permanent

Reporting to: Global eOperations/eServices lead

Location: New York (currently remote on account of COVID-19)

Hours (flexibility required to meet the needs of the business): Mon-Thurs: 7am to 4pm; Friday: 8am to 5:30pm


Responsible for providing first-line support for the Fenics UST (US Treasury) and MIDFX (Spot FX) fully electronic trading platforms which operate 24 hours/5days a week. Client experience and attention to detail is key. The candidate will work independently, as part of a global team covering different shift hours, be in continuous engagement with various IT (production support, integration, development)/data teams, clients (traders, IT support) and FUST/MIDX business, therefore needs to be well presented, a succinct communicator (written/verbal/in-person) – able to react calmly and quickly when issues occur, which are highly time-sensitive.

Core responsibilities:

  • Investigations – owning reporter relationship and issue through to resolution.

o User connectivity issues.

o API: market data, order routing issues (FIX protocol)

o Trade/Settlement/TRACE issues.

o Engage data team for static related issues.

o Engage application support/development teams when required to facilitate support.

o Co-ordinate with client IT teams.

  • Look-up/cancel open orders.
  • Look-up order/trade history and provide where requested/required.
  • Contact clients for user disconnects within 5 minutes of being alerted.
  • Contact platform participants when alerted via monitoring alerts, they are not streaming prices.
  • Communication with platform participants when major service interruptions occur.
  • Answer support phone calls/emails.
  • Respond to support emails within 5-minute service level agreement.
  • Maintain issues/requests via FUST/MIDFX JIRA service desk instances, ensuring tickets are resolved promptly.
  • Generate weekly reports for FUST business, using PowerPoint and JIRA service desk.
  • Complete daily morning corporate action checks for Cantor Algo Equity business.
  • Provide handover to colleague on evening shift.
  • Creating/maintaining procedural documentation (using confluence).
  • Maintaining client contacts in CRM (Microsoft Dynamics)
  • Provide training for other team members.


Required –

  • 2+ years’ experience US Treasury and/or spot FX electronic trading platforms/sales support.
  • FIX protocol knowledge (for API queries/troubleshooting)
  • Microsoft word, PowerPoint, Excel (intermediate – vlookups and pivot tables)

Desirable –

  • Understanding of end-to-end trade flow life cycle.
  • Deployment and/or integration experience
  • Unix experience (basic)
  • Familiar with Confluence, Microsoft dynamics, JIRA service desk, Microsoft Teams.

– provided by DiceTracking

To Apply: https://www.jobg8.com/Traffic.aspx?xs3sJNDoiA9Ofl%2fM7jtWigo