Experience

• 

  Saxo Markets UK

  • London, England, United Kingdom

  • Trading and Business Support Analyst

    • Jun 2023 - Present
    • London, England, United Kingdom

    Responsible for all first level and second level support handled by TBS globally:first escalation point for all emails and Incidents raised to IT Business Support; provide onsite Business support to Core trading teams;provide second level support on incidents/problems & trading issues and escalate to business or developers with detailed investigation results to aid faster resolution and reduce overall downtime;provide technical and coordination support across Saxo trading platforms, application, and services landscape with full responsibility for daily L2 support tasks such as handling day-to-day incoming email, phone calls, incident tickets, and service requests;troubleshoot & investigate technical issues by way of using tools like Elastic, Dynatrace and querying application and server logs and/or resolving through application configuration;conduct initial incident triage, issue investigations, escalation to L3 development teams, and prepare follow-through action plans for issue resolution as per agreed SLAs;facilitate incident root cause analysis and drive, participate and provide inputs to the incident post-mortem for P1 and P2 incidents. Incident management of Critical/Major incidents and coordinate timely resolution to any infrastructure or service outage.Facilitate root cause analysis and post mortem learnings after Critical/Major incidents with major stakeholders. Document knowledge and processes to maintain high level of awareness within the global team.

• 

  Saxo Bank

  • Denmark
  • Investment Banking
  • 700 & Above Employee

  • Head of Trading & Business Support Singapore

    • Nov 2017 - May 2023

    Responsible for all first level and second level support handled by ITBS Singapore:first escalation point for all emails and Incidents raised to IT Business Support;
provide onsite Business support to Core trading teams
;provide second level support on incidents/problems & trading issues and escalate to business or developers with detailed investigation results to aid faster resolution and reduce overall downtime
;provide technical and coordination support across Saxo trading platforms, application, and services landscape with full responsibility for daily L2 support tasks such as handling day-to-day incoming email, phone calls, incident tickets, and service requests;troubleshoot & investigate technical issues by way of using tools like Elastic, Dynatrace and querying application and server logs and/or resolving through application configuration;conduct initial incident triage, issue investigations, escalation to L3 development teams, and prepare follow-through action plans for issue resolution as per agreed SLAs;facilitate incident root cause analysis and drive, participate and provide inputs to the incident post-mortem for P1 and P2 incidents.Incident management of Critical/Major incidents and coordinate timely resolution to any infrastructure or service outage.Facilitate root cause analysis and post mortem learnings after Critical/Major incidents with major stakeholders
.Have a strategy around building and developing talent within the team:
build a strong team in Singapore with a focus on value add to the business in APAC region through a strong local presence;
mentor team members with a focus on driving efficiency and support excellence.
Document knowledge and processes to maintain high level of awareness within the global team
.Drive efficiency and automation improvements in ITBS processes.

  • IT Business Support

    • Aug 2013 - Nov 2017

    Core monitoring of infrastructure and services:
monitoring alerts and events via the Bank´s primary tool (SCOM);
monitoring network infrastructure (Solarwinds).Provide onsite Business support to Core trading teams, first escalation point for all emails and incidents raised to IT Business Support. Create incident and/or problem tickets and correctly assign them relevant to 3rd level support groups.Provide second level support on incidents/problems & trading issues and escalate to business or developers with detailed investigation results to aid faster resolution and reduce overall downtime.Run and coordinate major incidents.Facilitate root cause analysis and post mortem learnings after Critical/Major incidents.Document knowledge and processes to maintain high level of awareness within the global team.Through daily responsibilities focus on driving efficiency and support excellence within global IT Business Support team and across the organisation.Ensure efficient communication, dialogue and collaboration between ITBS and IT departments/business stakeholders.
Have an understanding of the plans and processes in place within ITBS and the Bank for tech disaster scenarios (Data centre down, Failure of critical infrastructure and systems).

• 

  Saxo Bank

  • Denmark
  • Investment Banking
  • 700 & Above Employee

  • IT Business Support

    • Nov 2009 - Sep 2012

    Event monitoring of IT systems and network infrastructure and document and manage activity for all incidents.Tasks
:Deep level support and response to operational incidents and escalations by effective logging and reporting of unplanned service interruptions.
Work with external organisations for situation awareness and incident response.
Facilitating business requirements and needs with IT development teams.
Responding to trading desk queries which involves client and exchange order investigation and resolving market-data related issues.Responsibilities:
Incident detection and reporting.
Ensuring adherence to policies, processes and procedures within incident Management Process (ITIL).
Logging, categorisation and prioritisation of incidents.

  • IT Desktop Support

    • Feb 2005 - Oct 2009

    Provide onsite support to all users in the bank on hardware, software and network issues.Tasks:Prioritize and take ownership of Incidents and Work Orders sent by the 1st Contact Support Team.Test and implement new hardware (computers, printers, projectors, and other desktop hardware) and software.Setup desks and offices for new employees.Local contact point to other IT departments to investigate all IT matters and issues.Responsibilities:Mentor 1st Contact Team and improve their troubleshooting skills by transferring knowledge.Provide home support for Executive Directors and be on standby 24/7 for escalation from 1st Contact Support Team.

• 

  Sellbytell

  • IT Helpdesk

    • Mar 2004 - Oct 2004

    I provided e-mail and phone support on software related issues to users: from Microsoft Office products to user specific applications as well as network connectivity. I analyzed the problems by talking to the user or by remotely connecting to the user’s PC, in that way I solved the issue at first contact. Solutions I could find either in our knowledge base or by looking for possible clues on forums and groups on the internet, and then I implemented the corrections on the user’s PC.Any issues that could not be handled by our helpdesk, I documented them and passed them over to the 2nd level engineers. With them I communicated and discussed new/modified solutions in order to be able to fully service and help the users. Any solution updates I documented and distributed to the team, so we could keep an up-to-date knowledge base. I informed the users of any improvements and maintain close relationship so to improve their trust in the helpdesk.

• 

  Xerox

  • Technical Support

    • Sep 2002 - Jan 2004

    Provided technical knowledge and support over the phone for network printers and copiers, later on desktop copiers and fax machines as well. I worked as part of a team to solve technical problems over the phone with customers. My main focus was to help customers in troubleshooting hardware and software issues for their machines. Further I sub coordinated first-hand solutions regarding technical and procedure related issues for new people in the team.Achievements:• Stand-in mentor in the team in hardware printing technology.• Software super user in team.• Representative of team towards other departments.