Senior Technical Support Analyst – FIX L2 BA Support

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TWO95 International, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

☁️ SaaS

🔒 Cybersecurity

🤖 Artificial Intelligence

SaaS • Cybersecurity • Artificial Intelligence

TWO95 International, Inc. is a global leader in providing comprehensive IT solutions, specializing in generative AI, digital transformation, edge computing, and cybersecurity. With over 15 years of industry expertise, the company delivers tailored, flexible solutions to meet the unique needs of its clients across the globe. TWO95 International operates with a team of highly skilled analysts, architects, and software engineers who are dedicated to innovation and excellence. Headquartered in the US with offices in India, the company offers managed services that seamlessly integrate and support digital transformation efforts 24/7, acting as an extension of clients' IT teams. They also have a proven track record of supporting Fortune 500 companies, enhancing their operational efficiency and security posture through cutting-edge technology solutions. Their services include managed services, enterprise digital transformation, cybersecurity, and compliance with global best practices.

📋 Description

• This role encompasses the day-to-day operation as a senior level 2 technical support executive, engaging with internal, customer, and potentially 3rd party teams • Working collaboratively with core development and professional services teams, focusing on service and product improvements • Providing service management support to the customer within an SLA framework • Acting as an escalation point for service problems • Taking a lead role as service champion for certain strategic customers • Maintaining and managing toolsets and Knowledge Base content • Creating and presenting agreed Customer Service reports • Embedding and driving compliance with policy and standard operating procedures • Delivering against change control and request management processes • Leading continual development and improvement of the support team with customer focus as a priority

🎯 Requirements

• 8+ years’ experience supporting electronic trading platforms or applications • In depth knowledge of the FIX messaging protocol versions 4.2 – 5.0 • Good knowledge of capital markets and trading workflow (ideally across more than one asset class) • Ability to deploy trading solutions and make technical changes including: •  Define workflow •  Configuration •  Creation of deployment packages and client deployments • Strong track record in a technology support environment working with structured support processes (ideally with good knowledge of ITIL) • Experience working with service CRM tools (e.g., 4Me, Service NOW, Jira Service Desk) • Ability to work within a structured support framework (to meet SLA target) • Technical documentation skills • Software testing experience • Scripting skill and experience • Unix / bash skills • Proven customer and inter-team communication skills • Ability to coach and mentor junior staff