
Senior Support Services Analyst
14 hours ago
Job Description
The Role
This is an exciting opportunity to join ION as a Senior Support Services Analyst. As Senior Support Services Analyst, you will manage first line of contact for clients that report application-related questions and defects involving ION Corporates enterprise software utilized in the Financial and Commodity sectors as applicable. You will carry significant responsibility towards managing the most complex client cases.
You will perform full case lifecycle management, potentially across multiple internal individuals, providing professional client-facing communication (status, updates, next steps, etc.).
You will analyze client requests and requirements, reproduces functional and technical issues, and documents steps to reproduce for SMEs and engineering investigation/resolution. The main responsibilities will consist of solving complex functional, technical and configuration problems, reacting to critical issues on a timely basis and the expert support of clients using ION software. A significant portion of time is spent building client relationships, fixing client issues and liaising with R&D to report issues and work on code and configuration solutions.
You will maintain their cases in a case management system, manages their individual key performance indicators (KPIs), and performs issue troubleshooting and communication with various functional areas throughout ION Corporates. Handles requests, questions, and defects of all priorities, and engages senior resources in the case of escalations. Documents lessons learned and case closure information for use in knowledgebase. Responsible for executing after-hours and on-call responsibilities.
Key Responsibilities
- Independent support case management of a high volume of client reported application issues that can be either financial or technical in nature.
- Working day will be for EMEA shift
- After-hours (on-call) work potentially required on a rotational basis
- Troubleshooting, analysis and information gathering of complex support cases.
- Documentation of application issues for escalation to Product Development.
- Client facing communication and conference call management with client representatives.
- Ownership of projects and initiatives assigned by Support Management.
- Submission of application related information into a shared knowledge base
- Contribute updates to documentation for improved application knowledge across the Support Group
Required Skills, Experience, And Qualifications
- Strong knowledge of Support Group processes in a financial or commodity related field required.
- Understanding of advanced technology concepts preferred.
- Knowledge of the Software Development Lifecycle required.
- Knowledge of finance and business terminology required.
- Strong problem solving and analytical skills required.
- Self-motivated and service minded;
- Able to work independently as well as within a team;
- Excellent verbal and written communication skills required.
- Able to read and understand contract with clients and being commercially aware.
- Prior Wallstreet Suite solution experience a plus.
About Us
We're a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we've achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
- Over 2,000 of the world's leading corporations, including 50% of the Fortune 500 and 30% of the world's central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
- Over 800 of the world's leading banks and broker-dealers use our electronic trading platforms to operate the world's financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe. Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.
Learn more at iongroup.com.
-
Senior Analyst
2 days ago
India Elevate Services Full time ₹ 8,00,000 - ₹ 18,00,000 per yearElevate is recruiting a Senior Analyst in our eDiscovery-eDDR team. A Senior Analyst will support senior manager and customer team with various aspects of eDiscovery including overseeing collection workflows, managing hold notices, acknowledgement tracking, work with global application admins to prepare for eDiscovery requests, track requests in Application...
-
Customer Service Analyst 1-Support
3 days ago
India Oracle Full time ₹ 6,00,000 - ₹ 12,00,000 per yearJob Description As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and...
-
IT Services Industry Analysts
4 weeks ago
India NelsonHall Full timeJob purposeNelsonHall has ongoing vacancies for industry research analysts in IT services. These are remote working roles offering a high degree of flexibility to suit qualified candidates globally.These positions provide the opportunity to liaise with industry leaders and become a leading authority within your areas of expertise, advising leading IT...
-
Senior Security Analyst- SOCLead
2 weeks ago
Noida, India CMS IT Services Full timeCompany Description CMS IT Services is a leading provider of IT solutions in India with a legacy spanning four decades. We offer comprehensive services in IT Infrastructure Management, Cybersecurity, Cloud, Network Management, and more. Our team of over 5,000 highly skilled professionals ensures seamless project execution across the country, adhering to...
-
Senior Security Analyst- SOCLead
2 days ago
Noida, Uttar Pradesh, India CMS IT Services Full time ₹ 12,00,000 - ₹ 24,00,000 per yearCompany DescriptionCMS IT Services is a leading provider of IT solutions in India with a legacy spanning four decades. We offer comprehensive services in IT Infrastructure Management, Cybersecurity, Cloud, Network Management, and more. Our team of over 5,000 highly skilled professionals ensures seamless project execution across the country, adhering to...
-
IT Services Industry Analysts
3 weeks ago
India NelsonHall Full timeJob purpose NelsonHall has ongoing vacancies for industry research analysts in IT services. These are remote working roles offering a high degree of flexibility to suit qualified candidates globally. These positions provide the opportunity to liaise with industry leaders and become a leading authority within your areas of expertise, advising leading IT...
-
Telecom Services Senior Analyst
4 days ago
Noida, India NTT Data Full timeJob Description NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Telecom Services Senior Analyst to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). - Manage Level 1...
-
Senior PostgreSQL Support Engineer
4 weeks ago
India CYBERTEC PostgreSQL Services and Support Full timeSenior PostgreSQL Support Engineer (Full time, Austria or Remote)CYBERTEC PostgreSQL is seeking a Senior PostgreSQL Support Engineer (Level 3/4 Escalation) to join our team. If you live and breathe PostgreSQL, thrive on solving the toughest performance puzzles, and enjoy mentoring the next generation of database pros, this role is for you.About CYBERTEC...
-
Cyber Security Senior Analyst
2 days ago
Hyderabad, India Evernorth Health Services Full timeJob Description Cyber Security Senior Analyst, Incident Response Position Summary Cigna Information Protection is looking for a Senior Analyst, Incident Response (IR). The Incident Response Senior Analyst is responsible for handling and coordinating lower severity cybersecurity incidents as part of a 24x7 operation. The IR Senior Analyst acts as a...
-
Service Desk Analyst
2 weeks ago
india TransPerfect Full timeOVERVIEW Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Service Desk Analyst will assist Customers by performing the tasks requested through assigned Service Request, Incident, and Changes, with detailed analysis and guiding users through step-by-step solutions. Solutions may include but are not limited to setting up a...