Senior Technical Support Analyst - (US Shift)

Hiring - Senior Technical Support Analyst - FIX Financial Information Exchange Protocol - Remote /India role - (US Shift)

This role encompasses the day-to-day operation as a senior level 2 technical support executive, extends to the day-to-day engagement with internal, customer, and potentially 3rd party teams. This includes working collaboratively with our core development and professional services teams, and constantly looking for service and product improvements.

Role requires ideally have 8+ years' experience in configuring, deploying, and supporting electronic trading systems or similar. A background in financial services trading systems, the FIX protocol, and trading message workflows especially equities and foreign exchange is therefore highly desirable.

Key Accountabilities

Providing service management support to the customer within an SLA framework

Providing an escalation point to the customers for service problems

Take a lead role as service champion for certain strategic customers

Maintenance and management of toolsets and Knowledge Base content

Creating and presentation of the agreed Customer Service reports

Embedding and driving compliance with policy and standard operating procedures

Delivery against change control and request management processes

Acting as the standard bearer for the (ITSM) Incident Management system and contributing to the on-going improvement of service levels

To lead the continual development and improvement of the support team with the emphasis on customer focus being a priority

Key Responsibilities

Taking a proactive approach with strategic customers to mitigate potential service issues

Providing regular incident updates to the team and customers concerning open incidents

Developing, co-ordinating and promoting incident management activities across the whole of Support and Development

Taking responsibility for the effective functioning of the Incident Management processes across all support areas

Providing expert advice to customers in the resolution of Incidents, including negotiation with customers, service support teams, and 3rd parties in order to resolve issues

Managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups

Ensuring effective and rapid response to Major Incidents

Ensuring that any service breach is suitably recorded and described before it is closed

Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the incident management process

Providing guidance on Incident Management to all support staff and assist in their training and knowledge development

Reviewing and improving the accuracy and content of the Service Management System knowledge base

Producing metrics for service performance and customer satisfaction both on a regular and an ad hoc basis

Helping users and customers to know about the availability of services and the procedure for obtaining them.

Maintain user and customer satisfaction through efficient and professional handling of all service requests

Assist users and customers with general information, complaints, or comments.

Desirable qualifications:

Networking

AWS or Azure cloud management

Working Hours / Holidays:

US West Coast working hours

US Holidays (Indian Holidays will be working days)

Requirements

Requirements

8+ years' experience supporting electronic trading platforms or applications

In depth knowledge of the FIX messaging protocol versions 4.2 - 5.0

Good knowledge of capital markets and trading workflow (ideally across more than one asset class)

Ability to deploy trading solutions and make technical changes including:

Define workflow

Configuration

Creation of deployment packages and client deployments

Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL)

Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk)

Ability to work within a structured support framework (to meet SLA target)

Technical documentation skills

Software testing experience

Scripting skill and experience

Unix / bash skills

Proven customer and inter-team communication skills

Ability to coach and mentor junior staff