Fidessa, Sophis-Support Anaylst

Support Anaylst Role JD

Required Skills & Experience:

• 2–6 years of experience in L2 application support.

• Understanding of Capital Markets domain and exposure to support on Fidessa/ Sophis/ Client/ Sophis etc.

• Proficiency in SQL, Unix/Linux, and scripting for support tasks.

• Experience with ITSM tools like ServiceNow, JIRA, or Remedy.

• Familiarity with monitoring tools such as Datadog, Dynatrace, or ITRS.

• Working knowledge of Autosys or similar job scheduling tools.

• Understanding of ITIL processes (Incident, Problem, Change Management).

• Excellent communication and stakeholder management skills.

• Experience in Capital Markets, Banking, or Financial Services domain.

• Exposure to message queuing systems (e.g., Kafka, RabbitMQ) is a plus.

• Familiarity with cloud platforms like Microsoft Azure is an advantage.

Key Responsibilities:

• Provide L2 support for business-critical applications developed in Java and .NET.

• Monitor application health using tools like Dynatrace, Datadog, or ITRS Geneos.

• Handle incidents, service requests, and problem tickets via ServiceNow or similar ITSM platforms.

• Perform root cause analysis and escalate unresolved issues to L3/development teams.

• Execute and monitor scheduled jobs using Autosys or equivalent job schedulers.

• Write and optimize SQL queries for data validation and troubleshooting.

• Perform log analysis and debugging on Unix/Linux environments.

• Participate in change management and release activities following ITIL guidelines.

• Collaborate with cross-functional teams to ensure timely resolution of issues.

• Maintain documentation for known errors, SOPs, and troubleshooting guides