Application Support Analyst
Nasdaq, Inc.
- Taguig, Pilipinas30th St, Taguig, Metro Manila, PilipinasTaguigMetro ManilaPilipinasPilipinas
- Full timeFULL_TIME
Job Description
The Application Support Analyst is an entry level role responsible for providing client services and support for the Nasdaq SMARTS Trade Surveillance product and related service offerings.
You will be part of the global client services team that provides 24/5 standard support and 24/7 emergency support for the SMARTS application. This support includes handling of inquiries from users globally, providing user application support, and service delivery monitoring. The ability to work directly with internal teams and external clients is required. The ideal candidate is detail oriented, a critical thinker, and has the ability to investigate, identify, and resolve issues – both as an individual and as a team-player, working closely with other internal teams globally.
Responsibilities:
- Provides day-to-day product support to the SMARTS client base.
- Tracks, follows-up, and resolves operational, technical, and user-reported issues.
- Performs incident management.
- Conducts monitoring on:
- Application QoS
- Subscription processing
- Systems
- Market/provider notifications
- Troubleshoots and resolves any issues resulting from monitoring or user report.
- Follows-up with missing files from upstream data team.
- Processes change requests – e.g. user access and service configurations.
- Escalates issues to the appropriate technology teams and senior management where necessary.
- Updates knowledge base systems to provide accurate troubleshooting guidelines.
This is a permanent full time position located in Bonifacio Global City, Taguig. The work schedule is shifting, as the team operates on a 24/5 basis.
Minimum Qualifications
- Education required: Bachelor’s Degree in Computer Science, Information Systems, or other related discipline, or equivalent work experience in Data Center, Trading, Computer, or Network Operations.
- Experience required: 0-3 years (fresh graduates are welcome to apply).
- Strong business acumen and organizational skills, coupled with a strong understanding of service level metrics.
- Excellent problem solving skills. Prior technical background in system/product troubleshooting is a plus.
- Excellent verbal and written communication skills in English.
- Ability to effectively use tools such as JIRA, Confluence, SVN, Putty, MS Office (particularly Excel and Outlook).
- Ability to perform basic file handling/searching operations in Linux based operating systems.
- Prior experience in similar product support role (Technical and Helpdesk Support or equivalent) is a plus, but not required.
- Understanding of financial markets and trading concepts is an advantage.
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 30th St, Taguig, Metro Manila, Pilipinas