Faisal A. Email & Phone Number

London, Gb

London, England, United Kingdom

StoneX is a fortune 100 company that provides a diverse range of financial services and tools to vast number of clients globally. My role currently sits in the retail division supporting a unique blend of digital trading platforms hosted by some of the most famous names in the industry including Forex.com and CityIndex. The products I support include FX, FIX API, MetaTrader 4 and 5, Equities, Crypto, Indices, Commodities, Futures and Bonds and Interest rates through CFDs and spread bets delivered through low latency web, mobile and desktop applications.Collaborate with trading desk, client management, development, operations, finance, and cross-functional teams to swiftly resolve high-priority or day-to-day issues that impact trading activities, platform performance, or market behavior, ensuring seamless operations for our traders and clients. Use SQL to assess client and market trading behavior to resolve incidents. Create and deploy releases with high accuracy and minimal rollbacks while keeping the stakeholder engaged. Maintain and resolve incidents across all stages of the trade life cycle, including accuracy of charting, client trade disputes, trade rejections and errors, testing new functionalities of internal tools, risk book movement, account purges, bulk market maintenance, and address a variety of other operational issues.Effectively manage, resolve, and communicate high-priority incidents through a structured incident management framework. Additionally, I actively participate in root cause analysis meetings, where I contribute to identifying preventative measures to mitigate future occurrencesUse a wide range of monitoring tools such as OpenSearch, KPIMetrics, SolarWinds, PagerDuty and more to ensure high availability of our production platforms and services. This includes participation in an on-call Rota where I am the first point of contact for major incidents out of hours and over the weekend.

London

Provide technical knowledge and training to new starters and existing members of staff on applicationrelated tasks, escalate tickets to management that may breach SLA or cause significant impactUse knowledge of relational databases to build queries and retrieve data in order to solve complexcustomer queriesPerform out of hours work to support the businesses technical operationsUse trend analysis to identify and suggest ways to improve processes and work carried out by the SD.Build and implement mini projects to optimise overall work processesDocument and maintain documentation for all Service desk requirementsUnderstand beginning to end business processesAct as a technical point of escalation for the Service DeskParticipate in deployment changes using Octopus deploy from test to productionWeekly review of Change Advisory Board to assess any incidents that come as consequence

London, United Kingdom

Use complex SQL queries to analyse and solve escalated issues from the business and customers.Identify core reasons for failure and supply appropriate solutions by liaising with relevant departmentse.g. DBA’s, Developers, Business Analysts and Finance.Understanding the needs of the business to escalate real time issues to third party application providerse.g. FIS via Service View, NatWest and MasterCard.Identify and solve issues related to batch processing by understanding Power shell scripts and windowstask scheduler.Manage and resolve incidents and service requests in a timely manner while adhering to SLA’s andbusiness objectives.Communicate major incidents to the business and participate in Post Incident Review meetings toprevent issues from re-occurring.Administration of visual desktop environments using Citrix studios, VM Ware and Active Directory.Create and edit projects on JIRA based on user requirements

Creating and amending stored procedures with the use of parameters, cursors and if-statements.Using tools such as joins unions and aggregate functions to create complex SQL queries to produce internal reports on an ad-hoc basis to various departments.Importing large amounts of vehicle data into the database and creating tables by using relational database principles for analysis.Responsible for running end of day processes.Solving a diverse range of issues from over 700 users including Underwriters, Risk Managers and Clients in relation to our web and desktop applications with minimal supervision.Use my in depth knowledge of the system, strong analytical skills and close attention to detail to solve problems in real time.Assisting developers by using Visual studio to troubleshoot more complex issues through re-creating and identifying potential bugs in the system.Testing new products for functionality and user friendliness; logging issues onto JIRA and liaising with developers to ensure all reported issues are resolved.Providing high quality customer care using my outstanding communication skills to diagnose the problem as soon as possible; if an immediate fix is not available providing alternative solutions to minimise disruption to client’s business.Identify issue trends and reporting back to management on a weekly/daily basis depending on urgency, in order to keep management informed and to optimise business processes. Building rapport with clients and empathising with their situations.

London Oxford Street

Engaged with customers to create awareness for the latest fashion products, fittings and product care.Drive sales by up selling and encourage the purchase of alternatives and add-ons.Maintain a positive shopping experience by providing the best possible customer service.