Description

You will own the triage and timely resolution of client technical queries, ensuring SLAs are consistently met.

This role is on-site.

Responsibilities

• Triage and validate incoming tickets to ensure they are complete and investigation-ready, including logs and environment details.
• Investigate and resolve issues across logs, data feeds, and client configurations, including replicating scenarios.
• Manage the full ticket lifecycle within JIRA, ensuring accurate updates, time tracking, and clear client communication.
• Assess issue impact and urgency to assign appropriate priority levels and escalate where required.
• Support software release processes and ongoing client onboarding activities for smooth transitions.

Required Skills

• 5+ years of experience in technical support or client-facing enterprise software roles.
• Strong proficiency with API debugging, JSON parsing, and cloud-based application deployment.
• Experience with JIRA for ticket management and workflow tracking.
• Proven client management skills with the ability to build relationships in complex organizations.
• Financial markets experience is required.

Preferred Skills

• Knowledge of trade life cycles, banking domain, and regulatory frameworks.
• Experience supporting self-hosted applications and package delivery systems.

Key Skills

Education

Any Graduate