Responsibilities
* Deliver Level 1 and Level 2 technical support to front-office users of critical information systems supporting Equity Prime Brokerage and financing activities.
* Analyze and document end-user issues, assess their criticality and priority, and resolve them effectively.
* Escalate complex issues to higher support levels when necessary, ensuring timely and accurate feedback to users.
* Translate recurring problems into actionable user stories, adding them to the product backlog for prioritization and task planning.
* Provide regular updates to management on incidents and issues, ensuring strict compliance with technology processes for incident, problem, and request management.
* Leverage technical expertise to design and enhance monitoring systems using available tools, ensuring they align with business needs.
* Proactively identify opportunities to improve monitoring efficiency and take the initiative to implement enhancements.
* Lead investigations to resolve technical issues independently, utilizing strong UNIX and SQL skills to analyze system errors, generate reports, and debug code.
* Collaborate with developers to enhance the core systems supporting business activities
* Actively contribute to Follow-the-Sun support model by collaborating with global teams in other regions, and cover in Asia early shift.
* Maintain open communication with end users, providing timely updates on escalated issues and resolutions.
* Coordinate with technology and infrastructure teams to address client needs, expectations, and concerns.
* Identify risks and opportunities in daily operations, taking proactive steps to mitigate risks and enhance efficiency.
* Support peers and team members as needed, fostering a collaborative and supportive work environment.
* Operate independently to assist end users promptly and effectively, demonstrating a high degree of autonomy and accountability.
* Exhibit curiosity and an open-minded approach to rationalize and improve existing systems and processes.
* Foster a culture of collaboration, knowledge sharing, and continuous learning within the team.
Profile required
* Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related field.
* Proficiency in UNIX/Linux systems, including command-line operations, log analysis, and troubleshooting.
* Strong knowledge of SQL for querying databases, generating reports, and debugging data-related issues.
* Experience with scripting languages (like Python, Shell, Perl) to automate tasks and enhance system monitoring.
* Hands-on experience with monitoring tools (like Nagios, Splunk, Grafana, or similar) to track system performance and detect anomalies.
* Ability to analyze logs to identify and resolve technical issues.
* Knowledge of financial systems (like order management systems, bookkeeping platforms, and position management tools) and understanding of Equity Prime Brokerage and securities financing is highly desirable.
* Experience working in a Follow-the-Sun support model and collaborating with global teams.
* Ability to work in a fast-paced, high-pressure environment, especially during critical incidents.
* Excellent English communication skills to interact with users, management, and global teams along with ability to translate technical issues into simple language for users.
* Industry standard certifications like ITIL, Agile and DevOps in cloud technologies, Unix/Linux, SQL etc are preferred but not mandatory.
