Senior FX Support Specialist – Murex and ITIL Processes

Hook – Ignite the future of financial technology with expert support and innovation!

Location & Work Model: Lisbon or Porto-based opportunity with hybrid work model (up to 3 remote days per week).

As a senior support specialist, you will be working for our client, a leading international IT company focusing on transformative financial services solutions. You will play a pivotal role in ensuring seamless support for FX trading platforms, contributing to the stability and evolution of client-critical systems. This position offers a strategic opportunity to be at the forefront of financial technology innovation and career growth in Europe.

Your main responsibilities:

• Provide day-to-day functional and technical support (L1/L2) to front, middle, and back-office users across FX products, ensuring minimal disruption to operations.
• Manage incident and request tickets, tracking progress from initial detection to resolution in accordance with ITIL best practices.
• Collaborate with L3 support teams to escalate, manage, and follow up on complex tickets, liaising with software development and vendor teams as needed.
• Actively follow up on and prioritize the maintenance backlog, including issue resolution and enhancement requests.
• Participate in software release cycles, including deployment, validation, and post-deployment support.
• Contribute to the creation and maintenance of internal knowledge bases, fostering ongoing learning and process improvement.

You’re ideal for this role if you have:

• Minimum of 5 years of experience in support roles within financial services or related IT environments.
• Strong knowledge of FX products, front-to-back workflows, and related processes.
• Solid experience with SQL and databases, particularly Oracle environments.
• Familiarity with fintech software, ideally Murex or similar platforms.
• Good understanding of support processes aligned with ITIL framework.
• Excellent communication skills in English (fluent proficiency) and Portuguese (fluent proficiency).
• Ability to work independently, communicate transparently, and collaborate effectively within complex stakeholder environments.

It is a strong plus if you have:

• Knowledge of additional scripting or programming languages.
• Certifications related to ITIL, SQL, or financial IT systems.

Language Required for the role:

• Fluent English and Portuguese (both spoken and written).

Eligibility for the role:

• Only candidates with an existing legal right to work in the European Union will be considered for this role.

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Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.

Apply here for more information.

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