Technical Support for SGN software components (Maintenance, Monitoring, Production issue resolution and reporting, collaboration with Development and Data Management Teams)
Implementation and maintenance of new and existing market data feed connections
Communication and cooperation with international customers and data providers
Responsible for Tier 1 level support which includes break/fix management and communications to internal stake holders regarding status and problem tracking
Day to day responsibilities of the SGN Operations team; providing escalation, prioritization and resolution support
Monitor connectivity and market data feeds within the SunGard’s market data networks.
Monitor error alerts from various systems.
Responsible for first level technical system support for multiple customers along with implementation of market data access for new and existing customers
Document problem descriptions, actions taken during troubleshoot, and resolution
Correctly escalate customer issues to appropriate resources for additional assistance when needed
Adhere to production and change control rules relating to implementation, trouble-shooting and outage resolution.
Position is 70% technical and 30% project/customer management.
This position requires a Bachelor’s degree in Information Systems or related discipline and a minimum of 2 years’ experience in technical support or implementations of market data applications
Understanding of Ethernet, TCP/IP, Routing, Multicast and other Network related protocols
Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation
Good and practical knowledge of Linux Environment
Able to solve problems and deliver results with a high level of customer satisfaction
Flexibility with regard to shifts (this position is for Night Shifts schedule) along with the ability to support client and/or internal testing on weekends
Excellent communications skills with the ability to translate technical concepts
Ability to always maintain a higher commitment to providing an excellent customer experience at all times
Good written and oral communication skills in English
Candidate must possess a positive attitude and a team oriented mind-set
Initiative and rapidity in problem solving
Ability to work under stress
Autonomous, pro-active and self-motivated
At ease with handling multiple tasks in parallel
Experience in the Financial Information Industry