Senior Application Support Analyst (C1 - Night Shift)

WHAT YOU NEED & THE HATS YOU WILL WEAR

This role is ideal for someone who enjoys diving into technical challenges and excels at communication. As you will frequently engage with customer IT teams, business users, and our internal Genesis development and product teams these traits are essential. If you are a proactive problem solver with a passion for technology and a desire to make an impact in the capital markets industry, we encourage you to apply for this position.

As a Senior Support Analyst, you'll need to grasp the broader business processes and systems at customer sites to deliver exceptional support and contribute to our vision of establishing a world-class global support team for our clients and their Low-Code Application Platform (LCAP) applications.

Your responsibility will be to uphold the stability of business applications and address client/user requests and issues promptly.

WHERE WE SEE THIS ROLE GOING

• This is a growing team and as a Level 2 support specialist for LCAP applications and infrastructure, this individual will monitor various application and infrastructure components, ensuring platforms remain in a healthy state and running smoothly. You will be part of a team that will set the high standards of generating and analyzing SOD/EOD dashboard reports using tools like Prometheus, Data Dog, or Splunk.
• This role entails recording and tracking issues and actions, providing incident management, and acting as a liaison with 2nd and 3rd line support teams which will give you close and continuous insights into how the business works.
• You will operate within a strict change management regime, participating in testing in UAT and pre-live environments. They will also contribute to capacity management and manage audit requests.
• There is a real opportunity to move through our internal levels as you refine your skills in the documentation of Critical Issues and Processes related to platforms.
• Operating as part of a shift rota, predominantly covering the hours of 22:00 PM - 07:00 AM IST to accommodate US hours, including public holidays, weekends, and evening pager coverage, will be part of the role's responsibilities.

REAL WORLD COMPETENCIES THAT MATCH OUR VALUES

• We are seeking a knowledgeable and collaborative Support Analyst to join our team. The ideal candidate will have 4-8 years of proven industry experience supporting capital markets solutions for processing financial instruments. A solid understanding of FIX messaging/connectivity is highly desirable.
• Knowledge Seeker: Utilize your industry experience to provide Level 1 support, demonstrating expertise in capital markets solutions. Stay updated on industry trends and best practices to enhance support services.
• Collaborative Influencer: Possess excellent communication and interpersonal skills to effectively communicate technical concepts to both technical and non-technical stakeholders. Collaborate closely with business stakeholders and external clients to address their needs and concerns.
• Fearless Technical Proficiency: Demonstrate proficiency in scripting and programming skills, particularly in Java. Exhibit expertise in Linux environments, with a focus on Redhat and CentOS. Have a solid understanding of networking principles, including HTTP vs. websockets and ports.
• Process Excellence: Uphold a strong commitment to process excellence, ensuring adherence to established protocols and procedures. Drive results through effective organization and process disciplines.
• Team Player: Work both independently and collaboratively as part of a team, contributing positively to team dynamics and achieving collective goals.