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Client Support Specialist

2 months ago

New York, New York, United States ITC Infotech Full time

ITC Infotech is seeking a Support Engineer specializing in Capital Markets.

Role Overview:

The Support Engineer will be positioned within the front office, delivering assistance to client-facing business units and clients. This role involves diagnosing revenue-impacting issues and managing routine tasks, with escalation to relevant teams as necessary.

Key Responsibilities:

  • Act as the primary contact for all client-related support inquiries, escalating to internal support or development teams when needed.
  • Provide support for Liquidnet Listed Derivatives, including Fidessa GTP and various E/OMS vendor interfaces, as well as direct access FIX interfaces.
  • Respond to alerts from monitoring systems related to trading operations, including execution discrepancies, order rejections, and risk control breaches.
  • Manage incidents pertaining to front office operations.
  • Assist in product testing and contribute to project initiatives.
  • Collaborate with global teams in APAC and the US to ensure effective 'follow the sun' support, performing pre-market health checks for each region.
  • Conduct regional start-of-day health checks to verify all processes are operational and members are connected to the platform.
  • Be available for occasional weekend work during significant upgrades and after-hours testing.

Qualifications:

  • Proven experience in the listed derivatives markets with a solid understanding of trading and clearing processes.
  • Over 5 years of hands-on support experience within a financial institution, whether buy-side, sell-side, or as a venue/platform provider.
  • Strong familiarity with Fidessa GTP or similar systems.
  • A proactive and determined individual with the capability to resolve complex challenges.
  • A creative and enthusiastic mindset towards both new and existing challenges.
  • A willingness to question the status quo and drive positive change.
  • Ability to manage multiple conflicting priorities while maintaining honest and appropriate stakeholder expectations.
  • Demonstrable knowledge of the FIX protocol.
  • Experience in application support within Unix/Linux environments.
  • Familiarity with MSSQL, Oracle, or Sybase database environments, including the ability to write queries.
  • Experience supporting Windows Server environments.
  • Ability to troubleshoot basic network issues, such as firewall and routing problems.
  • Good understanding of Python, PERL, and/or bash scripting.

About ITC Infotech:

ITC Infotech is a prominent global provider of technology services and solutions, driven by Business and Technology Consulting. We deliver business-friendly solutions that empower clients to thrive and prepare for the future by seamlessly integrating digital expertise, strong industry alliances, and deep domain knowledge from ITC Group businesses. Our technology solutions and services cater to various industries, including Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, and Travel and Hospitality, through a blend of traditional and innovative business models, establishing us as a long-term sustainable partner.