Senior Technical Support Analyst - (US Shift)
Remote · India
Job Summary
Senior Technical Support Analyst (US Shift) responsible for service management within an SLA framework, incident management, and acting as a service champion for strategic customers. Role requires 8+ years’ experience configuring, deploying, and supporting electronic trading systems with knowledge of FIX protocol (4.2–5.0), capital markets/trading workflows, and the ability to deploy and configure trading solutions. Must have strong ITIL experience, service CRM proficiency (4Me, ServiceNOW, Jira Service Desk), technical documentation, software testing, scripting and Unix/bash skills, plus excellent inter-team and customer communication; includes mentoring junior staff, maintaining knowledge bases, and producing service performance metrics and reports. Desirable: networking, AWS or Azure cloud management. Working Hours: US West Coast working hours; Locations hint: IN; India; Remote options: remote.
Required Qualifications
- 8+ years’ experience supporting electronic trading platforms or applications
- In depth knowledge of the FIX messaging protocol versions 4.2 – 5.0
- Good knowledge of capital markets and trading workflow (ideally across more than one asset class)
- Ability to deploy trading solutions and make technical changes including: Defining workflow, Configuration, Creation of deployment packages and client deployments
- Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL)
- Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk)
- Ability to work within a structured support framework (to meet SLA target)
- Technical documentation skills
- Software testing experience
- Scripting skill and experience
- Unix / bash skills
- Proven customer and inter-team communication skills
- Ability to coach and mentor junior staff
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