Market Support Analyst

Job Title:

Market Support Analyst

The primary responsibilities of the Market Support Analyst will be maintaining and running the Aquis and Aquis client exchange platforms. Aquis is a growing business and the list of exchanges supported by the Exchange Operations Team may grow in the future. The operations team currently works a weekly shift rota covering the hours 07:00–18:00. There may also be evening and weekend work.

• Responsible, along with other operational team members, for the day‑to‑day running and maintenance of the Aquis platforms.
• Providing first‑line support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating other calls to the appropriate person.
• Maintain a high degree of customer service for all support queries.
• Perform troubleshooting and collection of information for effective issue diagnosis and internal escalation.
• Maintain security reference data for admissions/withdrawals/amends/edits of securities across all platforms.
• Maintain and enhance the knowledge base and documentation.
• Work with other departments (Compliance, Surveillance, Infrastructure and Sales) to ensure appropriately monitored live operations of all platforms.
• Raise and deploy changes to support the day‑to‑day running of multiple exchange platforms.
• Compile outage reports for any production outages that occur on the operated platforms once the outage has been rectified.
• Ensure processes are streamlined.
• Ensure process maps are followed to reduce risk.
• Work with internal teams to streamline and enhance operational tool functionality and capture requirements for future development.

• Degree level qualification and/or 2 years of experience.
• Proficient with Microsoft Excel and other Microsoft Office products.
• Prior experience in an operation or technical support role.
• Excellent communication skills with an ability to explain technical concepts in simple terms to a non‑technical audience.
• Confidence to take inbound calls and make outbound calls.
• Experience with FIX Protocol.
• Exposure to UK and EU equity markets, including understanding of the trade lifecycle.
• Ability to write SQL queries and a strong understanding of relational databases.
• Experience using Unix/Linux servers.
  
  Previous use of GIT version control or similar.
• Scripting experience (e.g. bash/shell, python or similar).

• Experience with Binary Protocols.
• Dashboard creation in Grafana.
• Previous experience with Atlassian product suite.
• Basic networking concepts and troubleshooting – TCP/UDP, telnet, IP, ports, etc.

• Effective communicator.
• Attention to detail, numerate, self‑motivated.
• Excellent team player, able to work on own initiative.
• Interest in financial markets and the requirements to operate effectively in a highly regulated environment.

Equal opportunities at Aquis Exchange. We are an equal‑opportunity employer. All applicants will receive consideration for employment without regard to race, gender, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.