Operations and Application Support Analyst, Demica
2+ days a week in office
Supply chain finance platform
Open for applications
Supply chain finance platform
201-500 employees
Open for applications
2+ days a week in office
201-500 employees
Company mission
To transform the market with a platform that enables banks to easily and efficiently transact, using any trade finance product, anywhere in the world.
Role
Who you are
- Professional experience in a 1st, 2nd and 3rd line application support role in a customer-facing environment. As a guide we suggest 2-5 years experience
- Strong, demonstrable experience in successfully supporting, troubleshooting and/or implementing major hosted enterprise systems
- You are comfortable analyzing, transforming, and generally working with large datasets
- You have a passion for helping others and thrive on solving problems
- You are logical and insightful when troubleshooting problems
- You flourish in a dynamic high-pressure environment and can prioritize incoming and existing tasks according to urgency and impact
- Advanced technical skills including:
- SQL, RDBMS expertise
- Monitoring and scheduling tools (DataDog & ActiveBatch)
- XML and other data file formats
- Windows Servers
- Cloud and other virtualisation/containerisation technologies, particularly Azure
- An understanding of ITIL concepts
What the job involves
- Our Client Services team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes and working with other teams within the organisation to roll out the platform to new customers
- In your new role as a Senior Operations and Application Support Analyst you will be responsible for the provision of 2nd and 3rd line support to our global network of customers
- You will take full and independent ownership of the resolution and root cause analysis of advanced technical and functional issues in a Level 2 or Level 3 capacity
- Triaging incoming tickets, performing analysis, and resolving customer issues
- Maintain effective client communication throughout the incident life-cycle
- For critical issues identify solutions to get clients back to BAU as quickly as possible in-line with client’s SLAs
- Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, SQL, and ActiveBatch
- Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform
- Resolving client incidents and/or escalating where needed
- Monitoring and responding to monitoring events
- This role involves shift working. There are three shifts working the following hours:
- Early Shift: 06:00 – 14:30 GMT
- Mid Shift: 09:00 – 17:30 GMT
- Late Shift: 14:30 – 23:00 GMT
- A normal shift pattern would be 1x Early Shift, 3x Mid Shift, 1x Late Shift each week
Salary benchmarks
Our take
Supply chain finance is an often overlooked but crucial part of global trade. Simply put, it provides liquidity and cash to ensure that buyers receive their goods and sellers get paid.
At the heart of this industry is Demica, whose platform is used by some of the world’s leading financial institutions to automate and scale their working capital products. Today, the company’s customers include HSBC, Standard Chartered, Mastercard, and Lloyds Bank.
Demica’s journey so far has been fascinating, founded in the 1990s and spending its early years offering boutique intermediary services between banks. Since 2014 though, the company has skyrocketed, going from around a dozen employees to hundreds across the world.
2014 was the same year it hired Matt Wreford as CEO, and added Supply Chain Finance bank functionality to its tech platform, which has been the key to its growth. This growth has remained constant and looks set to continue in the near future too, as the trade and supply chain finance niche undergoes a steady digital transformation.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
17% employee growth in 12 months
Company
Employee endorsements
Challenging work
"I enjoy bringing finance transactions to life by implementing them in the platform. This gives me the opportunity to be in challenging situations..."
Funding (2 rounds)
Jan 2020
$30m
SERIES C
Mar 2018
$25m
SERIES B
Total funding: $55m
Company benefits
- Bonus system
- Life assurance
- Private medical insurance
- Income protection
- 4% matched pension
- 25 days holiday plus public holidays
- Bike to Work
- Transport Season Ticket Loan
- Employee Assistance Programme
- LinkedIn Learning: Access to thousand of courses
- Family Friendly Policies
Company HQ
City of London, London, UK
Articles
Leadership
Matt Wreford
(CEO, not founder)Joined Demica as CEO in 2014 to lead its expansion from 12 to almost 200 people. Was previously CEO of financial services conglomerate IPGL, and boutique investment bank Exotix Limited.
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