OSTTRA
Location
Gurgaon | India
Job description
Position summary This position primarily focuses on answering client support tickets escalated by our global client facing level 1 support teams; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex client support cases. Provide on call support occasionally over the weekend. Get involved in incident/change/problem management. Identify gaps and improve current processes. This position requires software support experience and familiarity of the finance market is preferred.
Duties & accountabilities : Respond to client escalations which were initially investigated by the L1 team via Salesforce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner. Effectively communicate and constantly follow up with the different teams: OPS, Dev, QA, Product and Infra regarding the escalated tickets. Raise BA and Dev tickets to identify and fix bugs. Monitor platforms and lead the resolution of incidents with OCC, Infra and Tech teams. Use SQL queries, Linux commands, log analysis and monitoring tools to assist with your investigation. Provide proper communication to stakeholders. Drive post incident problem resolution with problem management and relevant Infra / Tech teams. Serve as both an escalation point and a subject-matter expert in the MarkitWire/Buyside/MIS applications. Answer L1 teams with questions regarding their escalations and General MarkitWire/Buyside/MIS products functionality. Assist in establishing, improving, and documenting and enforcing work processes and procedures. Constantly liaise with the relevant stake holders (Product, Dev, Ops, Infra) to enhance the team’s knowledge and learn new tools and technologies Business competencies: Strong analytical skills and ability to collate and interpret data from various sources Ability to liaise with various internal groups (Product / Project Management, Development, Quality Assurance, Infra) Ability to learn and absorb quickly proprietary complex systems and applications, both on the functional and on the UI level. Natural communication skills, ability to manage conflicts and relay a coherent message which will resonate to the client. Work experience in an application support role – a must. Knowledge/experience in financial industry – preferred. Process driven and results oriented. Team focused and collaborative. Ability to operate effectively in stressful situations. Proven ability to handle multiple tasks, organize and coordinate activities effectively in complex situations with great attention to detail. Ability to work flexible hours / shifts. Education and experience: Must have experience of 6+ years in Application Support. Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting – preferred. Hands on technical experience utilizing database tools, using SQL to perform queries and analysis. Familiarity with TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ. Experience working with and supporting multi-tier applications including Web Server, Application Server, and Database. Experience working in Linux environments. This role includes participation in a shift rotational and on call requirements as outlined above. Commercial awareness: Knowledge of the Financial OTC Derivative products (Rates and Credit is a plus). Awareness of OTC Derivatives post trade Processing. Personal competencies: Well-developed analytical skills Database/Linux/Network background Knowledge of scripting languages Software engineering background Troubleshooting Proven problem-solving skills Fluency in English is required Hands on technical capability and experience Knowledge of Cloud ComputingJob tags
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