GSOC Analyst
IPC Systems
Kuala Lumpur, Malaysia
1 day ago
support
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.
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)
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