GSOC Analyst

IPC is a fintech company that focuses on the human element. With a global presence, we support local markets with our advanced cloud-based trading communications and managed connectivity solutions.

Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.

Join a team that is dedicated to delivering groundbreaking products and making a significant impact on our clients' success.

Www.Ipc.Com

Job Responsibilities:

•  Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to IPC clients via various communication channels, including but not limited to: telephone, email or web.• Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.• Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.• Log all troubleshooting steps and statistics in the IPC ticketing system.• Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex incidents/problems when appropriate.• Escalate incidents following a defined escalation process.• Work with telecommunications and service providers technical teams globally to ensure timely fault resolution, escalating within our providers when necessary.• Monitor network performance across a variety of platforms and proactively manage related event notifications.• Liaise closely with Tier 2/3 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.• Input into new process and procedures as and when required.• Assist leader in the team development/self-development - transfer of technical knowledge. • Identify areas for improvement and communicate these clearly and professionally to the management team.

Job Requirements:

• Client service professional with proven Service Desk experience (minimum 2 years).
• Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
• Cisco qualification (CCNA or better), or other relevant industry standard certification.
• Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
• Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
• Varied exposure to Internet technologies and platforms.
• Networking fundamentals knowledge LAN/WAN, Routing, Switching etc.
• Knowledge of Trading and Compliance Platforms
• Working knowledge of industry standard ticketing tools including Remedy, Service Now etc.
• Working knowledge of industry standard proactive alarm monitoring tools such as Netcool, Nagios, Envison+, VOIP monitor, Splunk or experience with alternate monitoring platforms
• Excellent oral and written communications skills (English).
• Strong work ethic and an energetic, influential, and diplomatic work style. 
• Ability to provide shift cover as part of the GSOC team roster and which will include weekends and public holidays.

Desirable:

• Bachelor’s Degree or equivalent work experience.
• Experience in ‘translating’ technical information into business appropriate language.
• Strong technical acumen with ability to learn and be able to provide immediate solutions
• Knowledge of global financial markets and market data products.
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
• Working knowledge of Business Objects or similar reporting tool. 
• Bi/ Multi-lingual. (Asian regional languages preferred)