Market Support Analyst

Job Title: Market Support Analyst

Internal Job Level: Analyst

Reports: Head of Operations

Job Overview

The primary responsibilities of the Market Support Analyst will be maintaining, and running the Aquis and Aquis client exchange platforms.

Aquis is a growing business and this list of exchanges which the Exchange Operations Team supports may grow in the future.

The operations team currently work a weekly shift rota covering the hours 07:00-18:00. There may also be some evening and weekend work.

Responsibilities and Duties

• Responsible, along with other operational team members, for the day-to-day running and maintenance of the Aquis platforms.
• Providing first line support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating other calls to the appropriate person.
• Maintain a high degree of customer service for all support queries.
• Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation.
• Maintain security reference data for the admissions/withdrawals/amends/edits of securities across all platforms.
• Maintain and enhance knowledge base and documentation.
• Work with other departments (Compliance, Surveillance, Infrastructure and Sales) to ensure appropriately monitored live operations of all platforms.
• Raise and deploy changes to support the day to day running of multiple exchange platforms.
• Compile outage reports for any production outages which occur on the operated platforms once the outage has been rectified.
• Ensure processes are streamlined.
• Ensure process maps are followed to reduce risk.
• Work with teams internally to streamline and enhance operational tool functionality and capture requirements for future development.

Experience

Essential

• Degree level qualification and/or 2 years of experience.
• Proficient with Microsoft Excel and other Microsoft Office products.
• Prior experience in operation or technical support role.
• Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience.
• Confidence to take inbound calls and make outbound calls.
• Experience with FIX Protocol.
• Exposure to UK and EU equity markets including understanding of trade lifecycle.
• Ability to write SQL queries and a strong understanding of relational databases.
• Experience using Unix/Linux servers.
• Previous use of GIT version control or similar.
• Scripting experience e.g. Bash/shell, python or similar.

Desired

• Experience with Binary Protocols.
• Dashboard creation in Grafana.
• Previous experience with Atlassian product suite.
• Basic networking concepts and troubleshooting – TCP/UDP, telnet, IP, Ports etc.

Skills

• Effective communicator.
• Attention to detail, numerate, self-motivated.
• Excellent team player, able to work on own initiative.
• Interest in financial markets and the requirements to operate effectively in a highly regulated environment.

Equal Opportunity Statement

Equal opportunities at Aquis Exchange.

We are an equal-opportunities employer. All applicants will receive consideration for employment without regard to race, gender, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.