SeniorTechnicalSupportAnalyst

## Accountabilities Provide senior-level (L2) technical support for electronic trading systems within defined SLA frameworks, ensuring timely and accurate incident resolution. Act as an escalation point for customers, internal teams, and third-party vendors on complex technical and service-related issues. Lead and coordinate incident management activities, including major incidents, stalled cases, and breached tickets across support tiers. Maintain and improve knowledge base content, service documentation, and support toolsets to enhance operational efficiency. Produce and deliver regular service performance reports, incident updates, and customer communications. Ensure adherence to ITIL-based processes, including incident, change, and request management workflows. Identify opportunities for service improvement and contribute to enhancements in support processes and system reliability. Support customer satisfaction by ensuring consistent, high-quality handling of service requests and issue resolution. Requirements: 8+ years of experience in technical support roles within electronic trading systems or financial services environments. Strong expertise in FIX protocol (4.2–5.0) and in-depth understanding of trading message workflows. Solid knowledge of capital markets, ideally across multiple asset classes such as equities and FX. Hands-on experience configuring, deploying, and supporting trading solutions, including workflow definition and client deployment activities. Strong ITIL-aligned service management experience within structured support environments. Proficiency with CRM and ITSM tools such as ServiceNow, Jira Service Desk, or similar platforms. Technical skills including Unix/Linux (bash), scripting, software testing, and technical documentation. Excellent communication skills with the ability to work across customers, technical teams, and stakeholders. Proven ability to mentor and support junior team members in a collaborative environment. Benefits: Competiti