Job Overview
As a Senior Support Analyst, you’ll need to grasp the broader business processes and systems at customer sites to deliver exceptional support and contribute to our vision of establishing a world-class global support team for our clients and their Low-Code Application Platform (LCAP) applications.
Your responsibility will be to uphold the stability of business applications and address client/user requests and issues promptly.
WHERE WE SEE THIS ROLE GOING
- This is a growing team and as a Level 2 support specialist for LCAP applications and infrastructure, this individual will monitor various application and infrastructure components, ensuring platforms remain in a healthy state and running smoothly. You will be part of a team that will set the high standards of generating and analyzing SOD/EOD dashboard reports using tools like Prometheus, Data Dog, or Splunk.
- This role entails recording and tracking issues and actions, providing incident management, and acting as a liaison with 2nd and 3rd line support teams which will give you close and continuous insights into how the business works.
- You will operate within a strict change management regime, participating in testing in UAT and pre-live environments. They will also contribute to capacity management and manage audit requests.
- There is a real opportunity to move through our internal levels as you refine your skills in the documentation of Critical Issues and Processes related to platforms.
- Operating as part of a shift rota, predominantly covering the hours of 22:00 PM – 07:00 AM IST to accommodate US hours, including public holidays, weekends, and evening pager coverage, will be part of the role’s responsibilities.
REAL WORLD COMPETENCIES THAT MATCH OUR VALUES
- We are seeking a knowledgeable and collaborative Support Analyst to join our team. The ideal candidate will have 4-8 years of proven industry experience supporting capital markets solutions for processing financial instruments. A solid understanding of FIX messaging/connectivity is highly desirable.
- Knowledge Seeker: Utilize your industry experience to provide Level 1 support, demonstrating expertise in capital markets solutions. Stay updated on industry trends and best practices to enhance support services.
- Collaborative Influencer: Possess excellent communication and interpersonal skills to effectively communicate technical concepts to both technical and non-technical stakeholders. Collaborate closely with business stakeholders and external clients to address their needs and concerns.
- Fearless Technical Proficiency: Demonstrate proficiency in scripting and programming skills, particularly in Java. Exhibit expertise in Linux environments, with a focus on Redhat and CentOS. Have a solid understanding of networking principles, including HTTP vs. websockets and ports.
- Process Excellence: Uphold a strong commitment to process excellence, ensuring adherence to established protocols and procedures. Drive results through effective organization and process disciplines.
- Team Player: Work both independently and collaboratively as part of a team, contributing positively to team dynamics and achieving collective goals.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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