Associate, Monitoring Centre Operator recruitment
Company overview
Markit is a leading, global financial information services company with over 2,300 employees. The company provides independent data, valuations and trade processing across all asset classes in order to enhance transparency, reduce risk and improve operational efficiency. Its client base includes the most significant institutional participants in the financial marketplace.
With over 1,500 institutions using our independent services as clients - including investment banks, hedge funds, asset managers, central banks, regulators, rating agencies and insurance companies - we provide round-the-clock support from our offices in London, New York, Dallas, Toronto, Amsterdam, Frankfurt, Henley on Thames, Singapore, Tokyo and Sydney.
Markit is an entrepreneurial company and a fast-growing business. We continue to expand our presence around the world and offer exciting career opportunities across sales, customer support, product management, information technology and professional services.
Department
Infrastructure
Department overview
The Infrastructure department is a global team providing services across multiple time zones.
The Operations Monitoring Team currently provides onsite 24x7x365, on a staggered shift basis. The working hours vary from 40 to 55 hours per week depending on workload. Average working week is 40 hours.
Position summary
We are looking for a Monitoring Centre Operator who will be responsible for daily operations support. The candidate will work across three shifts on 24x7x365 basis. The candidate will be responsible for liaisons between multiple teams across multiple regions. The candidate will be responsible for monitoring the Production, Acceptance, Development or other environments of the Markit infrastructures globally ensuring that service levels are maintained. They will be a focal point for reporting Operational and Security incidents and a coordinator of their resolution and follow-up.
The candidate will be self-motivated and responsible. The ability to prioritize under challenging workloads and operation under time constraint is crucial. The individual must follow established procedures and sufficiently document change and resolution steps.
Duties accountabilities
The operational responsibilities will include:
- Monitor Markit infrastructure in the Monitoring Centre
- Analyse monitoring alerts and react as required by the NOC procedures
- Raise, assign, escalate and follow up Operational and Security Incidents in accordance with the company’s Incident Management process; performs tracking and management of Incidents to resolution
- Serve as a focal point for communication from third-party service providers
- Own communication of the Operational and Security incidents to internal customers
- Perform initial troubleshooting, incident analysis of network, system and application alerts
- Execute routine support procedures and batch processes; monitor results to insure batch production completion within service level guidelines
- Generate and distribute reports in accordance with the Incident Management procedures and Monitoring Centre standards
- Provide input and feedback for the development and improvement of Monitoring Centre communications processes and procedures.
Perform administrative tasks for Monitoring Centre Tools, contact, escalation and mailing lists and other documentation or systems
Business competencies
Education and experience
• Proven related experience; previous experience of working in shifts is mandatory
• Experience working in a framework of formal Incident Management processes and exposure to company-wide ticketing systems are essential
• Working knowledge of monitoring platforms and applications
• Good understanding TCP/IP networking is an advantage
• University graduate highly desirable
Commercial awareness
• Previous IT role in financial institution desirable
Management requirements
• Not applicable
Personal competencies
Personal impact
- Efficient multi-tasking
- Ability to work under pressure and time constraints
- Stress resilience; ability to think constructively in a crisis situation
- Self-motivation with high degree of discipline
- Dynamic and flexible thought processes
- Strong orientation on results
Communication
• Must be an excellent communicator both written and verbally in English
Teamwork
• Strong inter-personal skills; team player