Support Analyst

Responsibilities:
Monitor OMS/EMS services, interfaces, and market connectivity; investigate alerts and anomalies and take first-line remediation steps.
Provide incident triage and troubleshooting (orders/executions, FIX sessions, allocations, and downstream feeds) and escalate to the Support Lead/engineering teams as required.
Support trading and portfolio management with production queries and issue resolution, maintaining clear and timely communications.
Perform operational checks and post-trade controls (e. g., drop copies, end-of-day files, reconciliations) and raise exceptions for investigation.
Execute structured shift handovers/handoffs across regions, ensuring accurate documentation of incidents, risks, and planned changes during overlap windows.
Maintain runbooks, knowledge articles, and ticket updates to ensure high-quality operational documentation and repeatable support processes.
Participate in release and change activities (implementation support, validation, and post-release monitoring) under established change controls.
Coordinate with vendors/brokers for connectivity testing and issue follow-ups, escalating service concerns through the Support Lead when needed.
Support disaster recovery testing activities as assigned (checklists, validation, and evidence capture).
Authorities/Decision Rights:
This role is authorized to perform monitoring, investigation, and first-line remediation activities for OMS/EMS platforms in accordance with approved runbooks and change controls.
The incumbent is responsible for accurate incident documentation, timely escalation, and coordination with the support lead, engineering, and vendors/brokers to restore service and meet operational and control requirements.
Job Dimensions:
Provides production support coverage for OMS/EMS platforms and associated connectivity, operating in a time-sensitive trading environment.
Performs incident triage, investigation, and escalation across multiple applications, venues, and connectivity paths (e. g., brokers, SORs, FIX gateways).
Participates in release readiness, operational checks, and disaster recovery exercises; contributes to stakeholder updates through accurate ticketing and handover notes.
Supports major incident response and problem management activities by executing diagnostics, evidence capture, and timely escalations.
Requirements:
5+ years supporting trading platforms in production, including major incident ownership and problem management.
OMS/EMS platform support expertise and complex market connectivity (e. g., Fidessa, Bloomberg EMSX, SORs).
Strong FIX protocol knowledge (connectivity, certification, troubleshooting); FIX certification preferred.
Advanced troubleshooting toolkit: SQL plus scripting/automation (Python/PowerShell); Linux and familiarity with Azure/cloud concepts.
Strong trade lifecycle and front-office data domain knowledge with multi-asset exposure (equities, derivatives, FX, and money markets).
Experience leading releases/upgrades and operating within control obligations (best execution, DR, post-trade/regulatory reporting) in an offshore/follow-the-sun model with structured handovers and overlap.
Strong incident response skills and structured troubleshooting; able to coordinate investigations with multiple teams.
Clear stakeholder communication, including concise handover notes and timely outage updates.
Collaborative team member with strong stakeholder/vendor engagement and a continuous-improvement mindset.

Experience
5-9 yrs