Client Support Specialist Ii jobs at Intercontinental Exchange - Ice in India, Hyderabad

Responsibilities

• Build web applications using JavaScript, HTML, CSS, and PHP
• Develop backend services using Python frameworks such as FastAPI and Flask
• Build full-stack applications using Django
• Create interactive dashboards using Streamlit
• Refactor existing audit tools into scalable web-based solutions
• Work with Microsoft SQL Server and PostgreSQL (or NoSQL alternatives)
• Deploy applications in AWS and on Red Hat Linux using Nginx
• Manage CI/CD pipelines with Jenkins, Gradle, Docker, and Kubernetes
• Ensure secure, maintainable, and scalable code

Knowledge and Experience

• 5+ years of full stack development experience in enterprise environments
• A bachelor's degree in computer science, software Engineering, or a related field is typically preferred
• Basic understanding of retrieving data using APIs.
• Technical Skills:
• Strong proficiency in Python (Streamlit, Flask, Django, FastAPI), JavaScript, HTML, CSS, and PHP — with proficiency in at least two Python frameworks.
• Experience with SQL databases: Microsoft SQL Server and PostgreSQL.
• Familiarity with NoSQL databases is a plus.
• Experience with CI/CD tools such as Jenkins, Gradle, GitLab.
• Hands-on experience with Docker, Kubernetes, and AWS.
• Experience deploying applications using Nginx on Red Hat Linux.
• Deep understanding of OOP, RESTful APIs, and microservices architecture.
• Strong analytical, problem-solving, critical thinking, and communication skills.
• Professional certifications are a plus.
• Experience with Power BI and Tableau is preferred for data visualization and reporting.

Responsibilities

• Provide exceptional overall client experience to clients using time-sensitive, mission critical applications.
• Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes proactive and reactive customer support.
• Thoroughly diagnose technical problems and communicate solutions to customers.
• Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests.
• Gain a deep understanding of ICE Data Services market data products, architecture and customer base.
• Leadership of nightly support on production monitoring and incident management to ensure timely escalation and resolution on operation and production issues, failures.
• Work closely with product, operations, development, QA or necessary stakeholders to serve as the voice of the customer internally and drive resolution of issues.
• 5 days working from office
• Full-time night shift position (10pm - 7am)

Knowledge and Experience

• 7+ years of experience in a client facing role is desirable
• 2+ years as senior team member or in a team lead role managing high-performance support teams
• Client service excellence, with a focus on being helpful, fast, reliable, responsive, proactive, friendly, dynamic and professional
• Exceptional customer facing communication skills (written and verbal)
• Strong aptitude to troubleshoot and solve problems
• Spoken and written fluency in English is mandatory

Desired

• Exposure to front office trading/market data environments, ideally in a client/business facing role.
• Knowledge of financial markets and associated terminology

Job Purpose

ICE Digital Trade provides paperless global trade management solutions which digitize, automate, and accelerate trade & post-trade operations, finance, logistics, compliance, and visibility.

Responsibilities

• Resolve incidents & requests
• Take proactive actions / measures to limit corrective maintenance activities
• Create and maintain knowledgebase
• Provide level 1 application support, liaising with level 2 and level 3 support teams to resolve reported issues and incidents
• Onboard and off-board clients for ICE Digital Trade products and services
• Update the ticketing system (e.g. Salesforce, ServiceNow, JIRA) for the reported problem and resolution
• Promptly address user requests, incidents, and problems, ensuring timely resolution
• Participate in testing to verify and understand the application logic and behavior
• Escalate issues to the team lead in a timely and appropriate manner
• Maintain strong relationships with clients and internal teams
• Undertake root cause analysis and manage resulting action items to resolution
• Develop and maintain the knowledge base for ongoing support
• Contribute to system monitoring, alerting, and preventive measures

Knowledge and Experience

• Bachelor’s or equivalent university degree
• Excellent verbal and written English language skills
• Excellent time-management and organizations skill
• Knowledge in system and application support preferred
• Basic knowledge on SPLUNK, Salesforce and Servicenow is a plus
• Able to work flexible hours in a 24/7 support environment
• Experience with ITSM tool ServiceNow is a plus

Responsibilities

• Provide advanced support to clients by troubleshooting and resolving more complex internal and customer issues.
• Maintain operations and administration of ICE/NYSE systems using established policies and procedures.
• Lead the management of production incidents by adhering to the Incident Management policy, including communication, escalation, and follow-up for root cause analysis.
• Prepare and maintain comprehensive documentation for troubleshooting and escalation procedures.
• Mentor and train junior analysts in troubleshooting and system administration tasks.
• Control computer systems on schedule using computer system consoles, operator checklists, and third-party software.

Knowledge and Experience

• Bachelor's degree or equivalent systems/application support experience.
• Intermediate-level experience with Linux Operating System.
• Proven ability to work in a service-oriented team environment.
• Strong customer focus and dedication to providing the best possible user experience.
• Effective communication skills with both technical and business resources.
• Strong logical thinking, critical thinking, and analytical problem-solving skills.
• Demonstrated reliability, flexibility, and attention to detail.
• Scheduling flexibility required.

Preferred

• Experience in the financial and investment industries/technologies.
• Intermediate Unix Shell scripting skills.
• Intermediate customer service experience.
• Good knowledge of FIX Protocol.
• Experience with enterprise monitoring solutions.
• Strong understanding of TCP/IP, UDP, and Multicast protocols.
• Working knowledge of Incident and Change Management processes (e.g., ITIL, ISO 9000, Cobit).

Job Purpose

As a Senior Business Analyst supporting the ICE Clearing Technology team, you will be responsible for defining the functionality of ICE's post-trade and risk product and service offerings, principally in the futures and options markets. Serving as the primary liaison between stakeholders and a software-development team, you will lead and coordinate the translation of business needs into system requirements for large-scale development projects.

Responsibilities

• Communicate with stakeholders in non-technical terms to learn business workflows, understand client needs, and propose solutions
• Translate business requirements into concise functional requirements that are actionable by the development team
• Reconcile conflicting requirements with stakeholders
• Recognize and communicate the impact new systems and features have on existing systems
• Develop analysis artifacts including use-cases, activity diagrams, user-interface schematics, business rules, technical specifications, process flows, and API documentation.
• Adhere to change-control procedures to ensure requirements changes are agreed to by the release team and stakeholders
• Conduct demonstrations and training sessions, and assist end users to adopt the tools developed by the team
• Produce end-user documentation, including release notes and guides
• Query and compile data to support management and sales strategic analysis
• Support the technical development and quality-assurance efforts, as required
• Assist project management to prioritize and track requested system enhancements

Knowledge and Experience

• Bachelor’s degree or comparable experience is required, preferably in Economics, Finance, Mathematics or Computer Science
• 5+ years’ software product development, business analysis, quality assurance, or related experience
• Strong business-writing and excellent communication skills required
• Competence in data analysis and Microsoft Office tools (particularly SQL, Word and Excel)
• Highly detail-oriented, with keen organizational skills
• Ability to multitask and work independently, in a fast-paced environment and within deadline
• Commitment to customer service and on-time product delivery

Preferred, but not required:

• Trading, clearing or banking-industry experience preferred
• A basic understanding of web applications, data structures, API, XML, HTML, Jira, Confluence

Job Purpose

This is a 24x7 environment and the position requires shift rotation and/or weekend work.

Responsibilities

• Monitoring and Incident Management
• Monitor systems and applications within the production environment
• Diagnose and fix incidents raised through monitoring tools, conference bridges and chats
• Work with and escalate to internal and external teams to implement incident fixes, work-around and data recovery
• Open and update production incident tickets according to company standards
• Problem Management
• Investigate and update incident tickets with root cause and incident description, ensuring appropriate corrective action follow-up tickets are assigned
• Manage incident tickets to closure, ensuring incident details are complete and accurate, and all corrective actions have been completed
• System and Application Production Readiness
• Work with internal and external teams to expand and maintain operational runbooks and other documentation
• Check application and infrastructure availability and tasks at scheduled times
• Configure monitoring tools and alarms
• Deployment Management
• Production deployments
• Approve and execute production deployment tasks
• Participate in disaster recovery, business continuity and workplace recovery events.
• Participate in continuous improvement programs, such as trend analysis of recurring issues.
• Provide and report on performance metrics of the environment.
• Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues.

Knowledge and Experience

• Experience with PagerDuty
• Experience with ServiceNow & Jira
• Experience with Jenkins & Git
• Experience in scripting
• Cloud (AWS) & VMware knowledge is a must
• Bachelor’s degree (IT-based) or experience within IT systems support and/or operational support of applications databases within Windows & Linux/Unix OS environment.
• Strong communication skills
• High level of general IT skills with email and MS Office Applications
• Able to think logically and critically.
• Analytical problem-solving skills with an ability to identify root cause(s)
• Able to work as a team player across the organization.
• Able to build and maintain effective relationships with individuals and the team.
• Ability to be organized and decisive while under pressure.
• Excellent time management skills
• Able to manage priorities and multi-task.
• Self-confident and assertive

Responsibilities

• Perform control testing to support the IT Audit plan, and the SOX 404 internal control assessment.
• Develop a thorough understanding of the Company’s business, technology, and operations.
• Assist with the testing design and create test automation as needed.
• Assist in the risk assessment process for various functional areas.
• Assist in the audit planning activities, including technical research on ongoing projects.
• Effectively communicate identified control deficiencies/issues to management.
• Facilitate documentation requests to auditees in a timely manner.
• Assist in administration activities for IA tools such as Teammate and ServiceNow
• Assist in the development of junior staff by providing peer reviews.

Knowledge and Experience

• Undergraduate degree (BSc/BBA/BCA/ BE or equivalent) or higher required.
• Active CISA, CISM, CISSP certification preferred.
• 5+ years of experience in IT audit, Risk or Infosec roles.
• Good verbal and written communication skills.
• Big Four audit experience is preferred
• A good understanding of IT processes, ITGCs and Information Security is highly preferred.
• A good understanding of three or more of the following areas:
  • Cloud Security
  • Networking and Telecommunications
  • Data Protection and Privacy
  • Risk Assessments
  • Information Security (Vulnerability Management, Threat Detection and Analysis, SIEM etc.)
  • Incident Management
  • Identity Access Management
• Hands on experience in scripting or programming is a plus.
• Familiarity with data analytics tools: IDEA, Power BI, Tableau or Splunk is a plus.
• Familiarity with TeamMate+ or similar audit systems.
• Proficient in Microsoft Office (Excel) and Office 365.