Support Analyst – Enterprise Command Center – Hedge Fund recruitment

The Enterprise Command Center (ECC) enables the real-time visibility and management of the entire, highly critical IT service operations and provides 24x7 operational support spanning 3 continents, 24 datacenters, 5000+ servers, highly sophisticated network of ultra high-speed connections to most exchanges and numerous brokerages.

The ECC Support Analyst will be part of a regional team and responsible real-time monitoring of the global IT infrastructure and numerous trading applications and provide the first level resolution of incidents. As part of their rapidly growing global team, this individual will have the opportunity to collaborate with talented and dedicated colleagues world-wide, while developing and expanding both technical and business knowledge.

Responsibilities

Shared responsibility for operations and support of the global IT infrastructure and trading applications

Monitor all services and ensure appropriate and prompt resolution to all incidents

Provide first-line troubleshooting and incident resolution

Escalate issues to appropriate resolver groups using standard incident management processes and tools

Communicate service disruptions to the business

Prepare and maintain documentation, both operational and troubleshooting on systems, services and applications

Actively learn new technologies and build relationships with IT staff and business users to achieve high quality IT services and support

Develop a process improvement mentality to the job and find ways to make things more efficient and/or effective

Required:

Strong written and verbal communication skills

Excellent problem-solving skills

Ability to work extended hours, evenings, weekends and holidays as needed

A broad understanding of all supported technologies (UNIX, Linux, Windows, databases, storage, networking)

Ability to prioritize in a fast moving, high pressure, constantly evolving environment; good sense of urgency

Attention to details and strong ownership of work

Good team player with a strong willingness to participate and help others

3+ years of technical support in financial services industry

Proficiency in some scripting language (perl, python, powershell, bash)

General understanding of financial terms and concepts

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Qualifications

Bachelor’s degree (Computer Science or Engineering preferred) with strong IT background