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Two95 International

Senior Technical Support Analyst

Customer SupportConfirmed live in the last 24 hours
Full-timeRemote in IndiaNo salary listed

About the Job

Requirements

  • At least 8 years of experience supporting electronic trading platforms or applications.
  • In-depth knowledge of FIX messaging protocol versions 4.2–5.0.
  • Good knowledge of capital markets and trading workflows, ideally across more than one asset class.
  • Ability to deploy trading solutions and make technical changes, including defining workflows, configuration, creation of deployment packages, and client deployments.
  • A 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 such as 4Me, ServiceNow, or Jira Service Desk.
  • Ability to work within a structured support framework to meet SLA targets.
  • Technical documentation skills.
  • Software testing experience.
  • Scripting skills and experience.
  • Unix and Bash skills.
  • Proven customer and inter-team communication skills.
  • Ability to coach and mentor junior staff.

Responsibilities

  • Provide service management support to customers within an SLA framework.
  • Serve as an escalation point for customers experiencing service problems.
  • Take a lead role as service champion for designated strategic customers.
  • Maintain and manage toolsets and knowledge base content.
  • Create and present agreed customer service reports.
  • Embed and drive compliance with policies and standard operating procedures.
  • Deliver against change control and request management processes.
  • Act as the standard bearer for the ITSM Incident Management system and contribute to ongoing improvement of service levels.
  • Lead continual development and improvement of the support team, prioritizing customer focus.
  • Proactively engage with strategic customers to mitigate potential service issues.
  • Provide regular incident updates to the team and customers regarding open incidents.
  • Develop, coordinate, and promote incident management activities across Support and Development.
  • Take responsibility for the effective functioning of Incident Management processes across all support areas.
  • Advise customers on resolving incidents, including negotiating with customers, service support teams, and third parties to resolve issues.
  • Manage monitoring and resolution of stalled or breached jobs with second- and third-line groups.
  • Ensure an effective and rapid response to major incidents.
  • Ensure service breaches are suitably recorded and described before closure.
  • Review and recommend changes to support processes to ensure continuous improvement of incident management.
  • Provide incident management guidance to support staff and assist with their training and knowledge development.
  • Review and improve the accuracy and content of the Service Management System knowledge base.
  • Produce regular and ad hoc metrics for service performance and customer satisfaction.
  • Help users and customers understand service availability and procedures for obtaining services.
  • Maintain user and customer satisfaction through efficient and professional handling of service requests.
  • Assist users and customers with general information, complaints, or comments.

Desired Qualifications

  • A background in financial services trading systems, the FIX protocol, and trading message workflows, especially equities and foreign exchange.
  • Networking skills.
  • AWS or Azure cloud management experience.

About the Company

Two95 International

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