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
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