Overview
Job title: Associate II Application Support Engineer
Company: OSTTRA
Job description: OSTTRA India The Role: Associate II Application Support Engineer The Team: Application Support is a global team that provides technical support across the suite of MarkitServ products. The application support team works closely with a highly competent Client Services team and the core project teams to resolve client issues whilst continually improving our platforms. Our work helps ensure that MarkitServ are providing a high quality service and maintaining client satisfaction. The Impact: Together, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets What’s In It For You 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. In addition to the usual responsibilities of a client services Analyst, the senior analyst will also help to direct and manage the daily operations in support of the client service Team lead. This could include assigning work, serving as an escalation point for problem solving, and serving as a subject matter expert for overall operational support. This position requires software support experience and familiarity of the finance market is preferred. This role presents an excellent opportunity to be part of an agile team based out of India, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service. Responsibilities 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. Use SQL queries, UI access and logs tools to assist with your investigation. Serve as both an escalation point and a subject-matter expert in the supporting applications. Answer L1 teams with questions regarding their escalations and General application products functionality. Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets. Provide quarterly based training sessions to global the L1 team. Assist in establishing, improving, and documenting and enforcing work processes and procedures. Assist NOC, connectivity and operations teams with client’s issues requiring specific business knowledge. Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team’s knowledge and learn new tools and technologies. What We’re Looking For 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, IT) 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. 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 – big advantage. Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle. Experience working in Unix and Linux environments This role includes participation in a shift rota and on call requirements as outlined above Company Overview OSTTRA, a S&P Global and Chicago Mercantile Exchange Group joint venture, is a combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities. OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes, and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimisation services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimise processing to drive post-trade efficiencies. Our company brings together people, processes, and networks to solve the markets’ most challenging problems. Innovating, integrating, and optimising the post-trade workflow – we are positively shaping the way the community works forever. Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [HIDDEN TEXT] and your request will be forwarded to the appropriate person. US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. 20 – Professional (EEO-2 Job Categories-United States of America), BSMGMT203 – Entry Professional (EEO Job Group) Job ID: 293771 Posted On: 2023-10-17 Location: Gurgaon, Haryana, India
Location: Gurgaon, Haryana
Job date: Fri, 20 Oct 2023 22:22:41 GMT
