SeniorTechnicalSupportAnalyst

## Accountabilities Provide advanced Level 2 technical support for electronic trading systems, ensuring timely resolution of incidents within SLA frameworks. Act as a senior escalation point for customers, internal teams, and third-party vendors on complex service issues. Lead incident management activities, including coordination of major incidents and resolution of stalled or breached tickets. Maintain and enhance knowledge base content, service documentation, and operational support tools. Deliver customer service reporting, performance metrics, and incident summaries on a regular and ad hoc basis. Ensure adherence to ITSM processes, change control procedures, and service management standards. Collaborate with development and support teams to identify service improvements and drive process optimization. Provide guidance, coaching, and training to junior support staff to strengthen team capability. Requirements: 8+ years of experience supporting electronic trading platforms or financial services applications in a technical support environment. Strong expertise in the FIX protocol (versions 4.2–5.0) and trading message workflows across asset classes such as equities and FX. Solid understanding of capital markets, trading systems, and end-to-end trade lifecycle processes. Experience configuring, deploying, and supporting trading solutions, including workflow definition and client deployments. Strong ITIL-based service management experience, including incident, problem, and change management processes. Proficiency with support and CRM tools such as ServiceNow, Jira Service Desk, or similar platforms. Technical skills including scripting, Unix/Linux (bash), and basic software testing capabilities. Strong communication and stakeholder management skills with the ability to work across technical and non-technical teams. Ability to mentor junior engineers and contribute to team development and knowledge sharing. Benefits: Competitive compensation aligned with senior techn