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Operations Technical Support
Ref No.: 18-02555
Location: Atlanta, Georgia
Position Type:Direct Placement
Start Date: 03/12/2018
Role: Operations Support Analyst
Start Date: ASAP 
Perm or Contract: Perm/Onsite/Day Shift/9-5 or 10-6/no remote work
Location: Sandy Springs, Ga


 
The Operations Support Analyst is responsible for supporting CDS Front and Back End Clearing systems. This is a technical support level position that requires identifying, troubleshooting, and resolving internal system problems as well as external customer-related IT issues. The role is a blend of general technical and business knowledge, as well as requiring a good understanding of the overall architecture of the Exchange, Clearing Systems, infrastructure, and network.
 
The Operations Support Analyst will provide immediate assistance to customers, back office, support personnel, and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems. The analyst must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.
Duties and Responsibilities
  •  
  • Co-ordinate and communicate effectively with all the support groups/systems. (Risk team, Client Services/Support, Dev, QA, System Analysts, compliance and legal)
  • Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required
  • Take ownership of production incidents including communication, escalation, and follow-up for root-cause analysis
  • Efficiently do multi-tasking where the job holder will have to handle multiple customer requests or incidents from various sources
  • Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning amongst the team
  • Run daily operations procedures including overseeing the end of day clearing and banking runs
  • Partner in application deployment activities working closely with technology development teams to ensure standard support criteria are met prior to implementation
  • Work with the client to communicate important information about system maintenance, changes and events, and to address client concerns regarding any aspect of the services
  • Participate in the on-call support schedule to ensure adequate business support coverage during core hours. Provide additional coverage out of hours for deployment and continuity test activities
  • Participate in the DR/BCP exercises and in the weekend on-call rotation shifts
Requirements
  • Self- motivated with the ability to multitask and work effectively under extreme pressure and stress.
  • Communication skills backed up with strong technical knowledge of the relational database, SQL skills, networking, UNIX platform, Solaris
  • Understanding router, switch, firewall and proxy technologies
  • Ability to lead and drive multiple tasks concurrently
  • Good understanding of UNIX commands and should be able to use them to look at logs and other server-based service
  • Excellent communication skills and confidence in high-pressure environment
  • Ability to clearly document operational procedures
  • Ability to understand systems architecture and design
  • Understanding of FIX Protocol is a plus
  • Should be able to debug/write shell scripts. Should have basic knowledge of Java Coding/Debugging. Should be able to look at logs/stack trace to debug issues
  • A bachelor degree in computer science and with a minimum of 2 years of experience in technical customer support (Financial industry experience preferred)
  • Team member must be willing to rotate through the following shifts as the need arises
  • Primary 9 hour shifts range between 8am-7pm
  • Must have availability outside of normal hours and on weekends as required for on-call coverage and extended systems maintenance and upgrades