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Technical Operations Specialist

2 months ago

Woking, Surrey, United Kingdom Ion Group Full time
Technical Operations Role

The Technical Operations role at Ion Group is a critical position that requires a subject matter expert to work directly with clients, exchanges, and third-party vendors to ensure the smooth running of our hosted environments.

Key Responsibilities
  • Investigate and resolve incidents assigned to you by the Service Desk.
  • Prioritize and manage incidents, keeping the internal tracking system up to date.
  • Communicate updates effectively and promptly to clients.
  • Develop and maintain a deep understanding of our supported software, including database structure and configuration files.
  • Oversee and test the deployment of direct delivered software.
  • Address unexpected events or failures that impact client use of our systems.
  • Perform regular application and capacity system checks to identify and resolve issues before they affect clients.
  • Build strong working relationships with other departments to deliver excellent service to clients.
  • Collaborate with 3rd party vendors and exchanges on software upgrades and market events.
  • Adhere to best practices and department procedures for client communications, incident progression, and investigation.
  • Participate in team shift patterns and assist with weekend work and out of hours escalation when required.
Required Skills and Qualifications
  • Hold an IT, numerate, or business-related degree or equivalent experience.
  • Have an analytical and proactive approach to problem-solving, even 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 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.