Senior Murex Support Specialist (London)

Overall purpose of the role:

As a key member of the Murex Support Team, you will provide expert-level support for the Murex platform, ensuring stability, performance, and rapid issue resolution for business-critical operations. Deep, hands- on knowledge of Murex is essential, as you will be the go-to specialist for troubleshooting, incident management, and user support.

Key Responsibilities

• Provide advanced support for all Murex-related incidents, service requests, and user queries, ensuring timely resolution within agreed SLAs.
• Troubleshoot and resolve complex technical and functional issues across Murex modules (Front Office, Risk, Back Office, Datamart, etc.).
• Monitor system health, perform root cause analysis, and proactively identify potential issues to minimize downtime.
• Collaborate closely with business users (trading, sales, risk, operations) to understand and address their support needs.
• Liaise with upstream/downstream IT teams and vendors to escalate and resolve critical incidents.
• Maintain and update support documentation, knowledge bases, and runbooks.
• Participate in environment management (refreshes, patching, configuration) as required for support continuity.
• Support release management by validating and testing new Murex releases or patches from a support perspective.
• Contribute to continuous improvement of support processes, automation, and monitoring tools.
• Nimble to work on projects & BAU Support issues, as part of a team & individual contributor
• A strong sense of urgency to ensure key issues are managed and fixed within defined SLA’s
• Manage / contribute the Issue tracker, ensure the board is up to date and ensure along with team all issues are true to status
• Strong, Clear and precise communication (Oral & Written) is a key requirement for the role.

Main responsibilities and duties of the role (indicate if any are shared, if so with which other position):

Provide technical solution to the business needs and following best practices and standards. Be the driver for change and promote strategic solutions with the view for building for the long term.

Shows urgency on business related issues and manage business expectations

Main Area’s:

• Support the Global Markets, Commodities business in Murex
• Market data (real time contribution, end of day,) for asets
• Risk reporting (strike maps, scenario reporting)
• Reporting for support function (deal valuation, market data)
• The team will also ensure support and maintenance of all its development and work within an agile framework (ceremonies – Stand up’s, prioritization, internal support catch-up)

Add value by helping out with:

• User needs collection and anticipation.
• Analysis of these needs and definition of the required specifications.
• Multiple solutions proposal: where applicable, provide the sponsors with studies comparing the different options and solutions to facilitate strategic decision making.
• Implementation and delivery of retained solutions.
• Support and documentation.
• Bug tracking, continuous software evolution.
• Make recommendations regarding architecture, technologies and IT solutions
• Analysis, problem solving and escalation
• Carry out training and skills assessments at regular intervals
• Follow the branch compliance rules

Propose new projects to the business, take lead of support topic, covering notably:

• Innovative solutions
• New business, activities and products
• Opportunities for efficiency improvements
• Operational risk reduction

Reporting:

Timely progress updates to direct management as deemed necessary.

Responsible for producing:

High Level Murex documentation including DOI’s (Document of Instructions), for the desk and support teams to follow. Ensure the documentation and product setup and basic system architecture. Maintain confluence page for key design decisions. Follow Agile methodology, experience with Sprints, Kanban Board and alignment with Head Office (Paris), leverage fit for purpose processes with the Paris team.

Responsible for reviewing:

Regular liaison with the squad (Product Owner / Value Stream Owner), Manage and assist in the backlog refinement and prioritisation with Business Manager, Annual review with the Head of GMR IT.

Regular liaison with IT leaders locally and from the Head Office. Be the driver for change and adopt and implement new technologies as per direction from HO (Head Office – Paris).