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Technical Operations Specialist

2 months ago

Woking, Surrey, United Kingdom Ion Group Full time
About the Role

The Technical Operations Specialist is a subject matter expert working directly with clients, exchanges, and third-party vendors to ensure the smooth running of the ION hosted environments. This role is part of a global team and is responsible for overseeing and testing the deployment of direct delivered software in addition to providing technical support for these products.

Key Responsibilities
  • Investigate incidents assigned to them by the Service Desk.
  • Prioritize incidents and keep them up to date on the internal incident tracking system.
  • Communicate updates effectively and promptly to the client.
  • Build and maintain a knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
  • Oversee and test deployment of direct delivered software.
  • Deal with unexpected events or failures which limit clients' use of the supported systems.
  • Carry out application and capacity system checks, aiming to identify and resolve issues before they impact clients.
  • Develop strong working relationships with other departments to assist with the delivery of our service to clients.
  • Work closely with 3rd party vendors and exchanges regarding software upgrades and market events.
  • Adhere to 'best practice' and department procedures for client communications, incident progression, and investigation.
  • Participate in the team shift patterns and assist with weekend work and out of hours escalation when required.
Required Skills, Qualifications and Experience
  • Hold an IT, numerate, or business-related Degree or equivalent experience.
  • Have an enquiring mind with an analytical and proactive approach to problem-solving, even when under pressure.
  • Good grounding in and desire to develop technical skills in areas such as database technologies and system performance.
  • Ability to read and understand code in one or more of the following: C++, TCL, UNIX Scripting.
  • Ability to troubleshoot and approach problem-solving in a logical manner.
  • Able to use own initiative, with good attention to detail.
  • Technical Operations Analysts need to be dynamic, resilient, and objective, delivering rapid and accurate solutions to the incidents raised by customers.
  • Excellent written and verbal communication skills.
  • A confident and professional manner.
  • Able to manage own time and a changing workload.
  • Co-operative approach to working with team members and other departments.
  • Able to view situations from a customer perspective and act accordingly.
  • A strong desire to develop a deep understanding of financial markets and business flows and system functionality.
  • Working knowledge of networks and network infrastructure is desirable.