Operation Analyst

Operation Analyst

Provides broad range of operational service/support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.

• Provide day-to-day operational support for trader voice systems migrations including IPC Unigy (basic Admin), Cisco, and NICE/Verint voice recording solutions.

• Respond to and resolve incidents and service requests in line with SLAs.

• Collaborate with network, infrastructure, and trading desk teams to ensure system availability and functionality.

• Assist in system upgrades, patch management, and configuration changes.

• Support and manage voice-related projects and system rollouts.

• Work out of hours when required to support vendors and project team activities.

• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met.

• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.

• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders.

• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met.

• Deliver effective and defect-free support (hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation.

• Interact with clients to provide quality service/solutions consistent with objectives and client requirements.

• May support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations.

• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity.

• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area.

• Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.

• Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained.

• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business.

• Respond to requests for information and assist project teams in evaluating alternate approaches.