*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
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