Vacancy expired!
- 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 position is a part of the monitoring and operations group.
- Proficiency in English is a must! (mother tongue preferred)
- 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 Traiana applications.
- Answer L1 team’s with questions regarding their escalations and General Traiana 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.
- 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
- Ability to work flexible hours / shifts.
- BA/BS in business, Finance, Economics or Computer Science.
- 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 Windows, (Unix, and Linux environments – advantage) and proficiency using MS Office suite
Vacancy expired!