Senior Technical Support Analyst – FIX L2 BA Support

This is a fully remote position, open to applicants in India.

📋 Description

• This position involves overseeing the daily operations as a senior level 2 technical support executive, interacting with internal teams, customers, and possibly third-party organizations.

• Collaborating effectively with core development and professional services teams, with an emphasis on enhancing services and products.

• Offering service management support to customers within a Service Level Agreement (SLA) framework.

• Serving as an escalation point for service-related issues.

• Taking a proactive role as a service champion for specific strategic customers.

• Managing and maintaining toolsets and content within the Knowledge Base.

• Developing and delivering agreed-upon Customer Service reports.

• Promoting and ensuring adherence to policies and standard operating procedures.

• Executing change control and request management processes effectively.

• Leading continuous development and enhancement of the support team with a strong customer focus.

⛳️ Requirements

• Over 8 years of experience in supporting electronic trading platforms or applications.

• Extensive knowledge of the FIX messaging protocol from versions 4.2 to 5.0.

• Solid understanding of capital markets and trading workflows, ideally across multiple asset classes.

• Proficient in deploying trading solutions and implementing technical changes, which includes:

•  • Defining workflows.

•  • Configuration.

•  • Creating deployment packages and managing client deployments.

• Strong history of success in a technology support environment utilizing structured support processes, preferably with knowledge of ITIL.

• Experience using service CRM tools such as 4Me, Service NOW, or Jira Service Desk.

• Capability to operate within a structured support framework to achieve SLA targets.

• Skills in technical documentation.

• Experience in software testing.

• Proficiency in scripting and related experience.

• Skills in Unix and bash.

• Demonstrated ability in customer communication and inter-team collaboration.

• Capacity to coach and mentor junior staff.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and training.

• Flexible working arrangements.

• Competitive compensation package.