Job Description
The opportunityION is a leader in Financial Technology, Automation and Data. Our products enable financial institutions of all sizes to compete effectively and deliver differentiated offerings to their clients at reduced cost and complexity. ION products are delivered via on-premise and cloud deployments as well as SaaS (Software as a Service) offerings.Your role contributes to delivering our innovative products, to our global diverse customer base, creating a massive adoption a.k.a. disruption in the market. The products will be part of our next generation low touch, real-time trading, business-process-automation and risk-management solutions. You will ensure seamless experience to the product users and help increase our operational efficiency. You will mentor colleagues for strong customer focus and culture of delivery excellence.Success in this role requires passion forcustomer focus, quality and operational efficiency.
What you’ll be doing· Monitor, analyze, troubleshoot incidents along with regularly communicating status and risk directly or via ION Business Desk to the customer.· Understanding the customer needs and fulfill them by liaising with internal groups as necessary, including Development, Implementation, and Infrastructure teams.· Escalate to and work alongside development and implementation teams to ensure the incident impact is mitigated in the shortest time possible.· Build and maintain strong client relationships. · Perform and document full root cause analysis. · Develop technical, functional, and business knowledge required to investigate and resolve incidents· Log, prioritize, and manage incidents within ION's IT Service Management tool, ensuring they are regularly updated and accurately reflect the current state of investigation.· Assist during new installations on-site/off-site.· Continuously analyzing the current processes and provide improvements based on empirical data.· Ability to work effectively within a team with minimal supervision.
What we are looking for· 2+ years' experience in client services for a similarly paced industry.· Strong analytical, reasoning, and decision-making skills with good written and spoken English· Deep understanding of computer operating systems (Windows/Linux/Unix), networks, and SQL/databases. Including knowledge of basic operational Unix commands.· Willing to work in shifts, on weekends, and on Indian public holidays, for maintenance work and supporting business continuity for global clients.· Willing to travel, if required · (Optional) Knowledge of thread and heap dumps. With understanding of Java Runtime environment (JRE) including performance tuning configuration.· (Optional) While this is not a programming role, sound knowledge of basic concepts of a scripting/programming language · (Optional) Knowledge / experience of ITIL processes.· (Optional) Experience working in Managed services / SaaS environments.· (Optional) Understanding / experience of financial markets, e.g., derivatives and electronic trading
Personal skills we believe will bring success· Ability to communicate clearly and effectively· Ability to create a strong working relationship with customers and colleagues· Entrepreneurial mindset to problem solving · Collaboration skills· Seeking feedback and continuously improving
Job Specification