Overview

This role is a great mix of technology and teamwork with exposure to development and business teams designed to provide technical support, functional analysis, and solutions for production operations.

Shift Hours

• Morning / Afternoon / Late Evening Shifts.
• This role expects rotational on-call support work on weekends and Mumbai Holidays.

Responsibilities

• Monitoring & management of alerts, events via relevant monitoring & ticketing tools.
• Monitor Production Server health (using remote applications and inventory)
• Monitor Data Exchange(s)/Market Data Vendor alert notifications.
• Quickly identify the best course of action and either resolve or document and escalate
• Monitor LQM Market Data Processing Eco System:
  • Using file checks, email alerting, Nagios, Logic Monitor and in-house tools
  • 3 trading regions as: APAC, EMEA, NAM/LATAM, coming in from various market data vendors
  • Monitor client data processing (direct submissions, via a trusted third party, via internal processes to pre-process client data, before entering production queue)
  • Respond quickly and accurately to all incoming client queries in relation to service SLA
  • Proactively inform clients of unexpected service impact
  • Monitoring of Liquid Metrix support desk inbox for incoming client queries. Decide whether they can either:
  • Be attended to resolve on the spot and respond to the client in a professional manner, confirming resolution (either by telephone or email)
  • Need to be sent back to the client for further clarification before attempting to resolve
  • Park issue and escalate because of external/upstream dependencies (seek on-duty senior staff advice if in doubt).
• Review/support tools for environmental monitoring and analysis including system health and performance
• Technical support for applications and platform issues
• Ensure issues are logged and tracked within the JIRS system
• Ensure a clear picture of pending items is always kept up to date
• Changes of any kind within Liquid Metrix production environments always need to be tracked for accountability and record-keeping purposes
• The individual must be organized and is able to write clear and concise notes/instructions within ticketing systems to convey observations and facts to its peers within the LQM community
• Communicate analysis and resolution to end clients in a professional manner
• Monitor Office networks (using custom tests)
• Provide technical support for applications on Windows and Linux-based systems
• Identify key areas for automation and optimization to enhance productivity
• Identify opportunities for optimizing performance and provide suggestions for development
• Coordinate maintenance activities and outages with infrastructure, Application management and Service Center teams
• Coordinate with stakeholders during routine maintenance and outages
• Support and execute Disaster Recovery testing.

Qualifications

• 3+ years of overall experience working in IT infrastructure & Operations environment
• 3+ years of relevant experience in Applications monitoring and support
• Understanding of .NET, Java, and XML
• Should possess a good understanding of trading platforms and be well-versed in trading concepts and terminology
• Experience handling major incidents and escalations
• A good understanding of support environments and Service Level Agreements
• Experience with monitoring tools such as Splunk, Nagios, Logic Monitor, AppDynamics or other alternative tools
• Strong written, oral communication and interpersonal skills
• Strong team player, quick learner and multitasker with deadlines
• Should have a high degree of self-motivation, strong analytical and creative problem-solving skills
• Experience with Development preferred (Shell, Batch scripting)
• Experience with database understanding and support like MS-SQL and MongoDB
• Good understanding of the latest Datacenter technologies
• Apache/Tomcat/Web Services experience
• Understanding of ITIL processes

Good to have

• Good working knowledge of Linux
• Experience with SCCM and Windows patch management support
• AWS Cloud and RedShift experience