Fidessa
ION
Karachi
1d ago

The Technical Operations role is the subject matter expert working directly with clients, exchanges and third-party vendors to ensure the smooth running of the ION hosted environments.

They work within a global team and are responsible for overseeing and testing the deployment of direct delivered software in addition to providing technical support for these products.

Duties and Responsibilities

  • Investigates incidents assigned to them by the Service Desk
  • Prioritizes incidents and keep them up to date on the internal incident tracking system.
  • Communicates updates effectively and promptly to the client.
  • Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
  • Oversee and test deployment of direct delivered software
  • Deals with unexpected events or failures which limit clients use of the supported systems
  • Carries out application and capacity system checks, aiming to identify and resolve issues before they impact clients
  • Develops strong working relationships with other departments to assist with the delivery of our service to clients
  • Works closely with 3rd party vendors and exchanges regarding software upgrades and market events
  • Adheres to "best practice" and department procedures for client communications, incident progression and investigation
  • Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
  • Key Requirements

  • Hold an IT, numerate or business related Degree or equivalent experience
  • Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
  • Good grounding in and desire to develop technical skills in areas such as database technologies and system performance.
  • Ability to read and understand code in one or more of the following : C++, TCL, UNIX Scripting
  • Ability to troubleshoot and approach problem solving in a logical manner
  • Able to use own initiative, good attention to detail
  • Technical Operations Analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers
  • Excellent written and verbal communication skills
  • A confident and professional manner
  • Able to manage own time and a changing workload
  • Co-operative approach to working with team members and other departments
  • Able to view situations from a customer perspective and act accordingly
  • A strong desire to develop a deep understanding of financial markets and business flows and system functionality
  • Working knowledge of networks and network infrastructure is desirable
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