Operations Support Analyst Job in Atlanta 30328, Georgia US
This is a customer-facing position that requires identifying, troubleshooting, and resolving internal system problems as well as external customer-related IT issues.
The role is a blend of general technical and business knowledge, as well as the overall architecture.
The Operations Support Analyst will provide immediate assistance (by phone) to traders, back office, support personnel and IT staff in an effort to achieve the highest customer satisfaction and minimize the impact of IT related problems.
The Operations Support Analyst must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.
RESPONSIBILITIES ?Provide direct support of clients by phone and email ?Troubleshooting day-to-day customer issues and helping other staff with problem solving and escalation procedures ?Understand the trading and Clearing platforms and apply technical knowledge to improve system performance and reliability ?Work with the client to communicate important information about system maintenance, changes and events, and to address client concerns regarding any aspect of the services ?Interaction with third-party vendors is required and coordination with the various business units is an integral part of the position's responsibilities ?Ability to quickly assess an issue and provide management with well-conceived short- and long-term actions for restoration of service(s) required ?Must be able to prepare documentation for troubleshooting and escalation procedures ?This position is not a Systems Administrator or Network Engineering position, however, these skill sets are idealJob Experience: Experience with clearing and trading industry exchanges ?Good verbal and written communication skills required ?Minimum 4 years experience in technology support ?Understanding and working knowledge of router, switch, firewall and proxy technologies ?Internetworking experience with Microsoft OS and LAN/WAN technologies (TCP/IP, Multicast) ?Experience with packet capture / network analysis a plus ?Experience with FIX Protocol a plus ?Experience with enterprise monitoring solutions desired ?JAVA/Unix/WebLogic/Corba/VB experience a plus ?Working knowledge of Solaris/UNIX/Linux a plus ?Team member must be willing to rotate through the following shifts as the need arises.
?Primary shift ranges between 7am-9pm ?Rotating shifts (less than 50 percent of time) are 5am-2pm, 12pm-9pm, and 8pm-5am ?Must have availability outside of normal hours and on weekends as required.
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