Job Description

Roles & Responsibilities

Job Description

We are a global software provider in the fintech industry and are seeking a Production Support Analyst to join our support division based in Tunis. The successful candidate will be responsible for providing exceptional support to our primarily North American-based financial sector clients.

Content of Role:

The Product Support Team provides assistance to clients by investigating and resolving problems and by providing information about the application. Members of Product Support team work in close collaboration with the Linedata application developers, Technical Services Engineers, Account Managers and Business Analysts. Junior Technicians work under supervision of their assigned mentors or other senior members of the team.

Duties and Responsibilities:

Incident Management

As part of the Product Support Team, ensure an accurate record of all support requests logged with Linedata is maintained and managed. All issues must be logged and acknowledged within the limits imposed by the client s SLA.
Ensure issues are processed in a timely manner with consideration for relative priorities.
Reproduction of issues using replica support environments, or client UAT environments.
Resolution of issues through clarification of workflows or system behaviour, provision of database scripts, configuration change recommendations or escalation to other departments.
All unresolved issues are to be escalated to 2nd Line Support for advanced analysis in a timely manner.
Attending conference calls and support meetings with Linedata clients in order to discuss support incidents.
Following the guidance from the assigned mentor or another senior team member on unknown or non-standard problems, resolving them on your own taking into account the received advice.
Monitor and work on any potential issues as flagged by the automated or manual monitoring processes.
Attending conference calls and support meetings with Linedata clients in order to discuss support incidents.

Client Management

Acknowledging and keeping the clients constantly up-to-date on the issues they raise.
Monitor the designated client communication channels and process the incoming items following the current support guidelines.

Provision of Out of Hours Support / Shift Patterns

Ability to work a variety of shift patterns.

General Information:

The role holder will be expected to perform any other duties that may reasonably be asked of them.

Key Requirements:

Excellent communication and organisational skills.
Excellent troubleshooting skills.
Excellent documentation skills.
Ability to prioritize issues and adapt to an ever-changing workload.
Strong database skills in Oracle or Microsoft SQL Server (preferred) or other RDBMS.
Knowledge of Windows Operating Systems including Windows 7/8/10 and Windows Server.
Familiarity with distributed systems
Proficient user of MS Office products (Word, Excel, Outlook, etc.).
Asset management, trading, compliance or regulatory industry experience will be given priority consideration.
Degree in either: Finance, Economics, Science, Technology, Engineering, Mathematics or equivalent experience will be given priority consideration.

Job Requirement

Commitment to Diversity

We recognize, celebrate, and seek to increase diversity across our organization. Diversity is an asset to organizations and is linked to better performance. It is an integral part of how we do business and imperative to our success. As an international Group, we also believe that our people need to reflect our clients and local communities.

Linedata is an Equal Opportunity Employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.

We intend to maintain a work environment that is free of harassment, discrimination, or retaliation based on an individual's race, color, religion, religious creed, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, marital status, sex, gender, age, sexual orientation, veteran and/or military status, protected medical leaves, domestic violence victim status, political affiliation, or any other status protected by federal, state, or local laws.

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