Operation Analyst

Operation AnalystProvides broad range of operational service/support which may include environment management, maintenance, monitoring, performance and incident management and/or production support activities to enable technology for own area of specialization.• Provide day-to-day operational support for trader voice systems migrations including IPC Unigy (basic Admin), Cisco, and NICE/Verint voice recording solutions.• Respond to and resolve incidents and service requests in line with SLAs.• Collaborate with network, infrastructure, and trading desk teams to ensure system availability and functionality.• Assist in system upgrades, patch management, and configuration changes.• Support and manage voice-related projects and system rollouts.• Work out of hours when required to support vendors and project team activities.• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met.• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction.• Effectively handle incident management for outages; effectively communicate to clients during service outages and ensure that they are resolved efficiently with minimal impact to stakeholders.• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met.• Deliver effective and defect-free support (hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation.• Interact with clients to provide quality service/solutions consistent with objectives and client requirements.• May support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations.• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity.• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area.• Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.• Provide technical support, including on-call support, for a suite of designated hardware, software or applications to ensure service levels are maintained.• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business.• Respond to requests for information and assist project teams in evaluating alternate approaches. JConnect Infotech