OverviewThe Financial Markets Global IP Desk will contribute to the success of the team supporting the stability and availability of the TNS Financial Markets infrastructure and services by raising service incident tickets and assigning them to an appropriate engineer.
This position is part of the Global IP Desk with a close relationship to the Technical Support Group which serves as second level escalation on all IP related Network Control Center issues. Primary responsibilities will be to resolve any issues including complex IP network routing, hardware, and protocol issues on the TNS global core and Financial Markets network. This will also include opening tickets with Vendor Help desks (Cisco and Juniper TAC) and escalating problems for engineering support when necessary. The technical support engineer will also be responsible for maintaining and updating assigned tickets providing peace of mind.
This is a customer facing role, with the individual responsible for delivering quality service and support to TNS customers. The role being within the Financial Markets industry, liaising with TNS customer’s technical representatives requires solid technical understanding in relation to network, systems infrastructure and datacenters, as well as understanding of Financial Markets and Financial Exchanges.
ResponsibilitiesPrimary Duties and Responsibilities:
- Provide support of global large scale TCP/IP, VPN and MPLS networks to includeOSPF, BGP, EIGRP, RIP, IS-IS protocols
- Hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches
- Vendor management, to include extensive interface with Cisco and Juniper TAC
- Second-level network and protocol troubleshooting and debugging
- Coordination,scheduling and support of network maintenance and change management activities . Any change in network is scheduled as per the Change Management Policy, including second sighted to avoid any errors for that change during its implementation.
- Provideon-call escalation support which includes after hours availability on a rotating schedule
- Operation Readiness, final checks for project acceptance into the NOC for handover support.
- Incident management, ensure all clients and network incidents are restored with minimal service impact.
Key Responsibilities: (include but not limited to)
Monitor TNS9s various event management systems.
Monitor and manage inbound customer email.
Respond to inbound telephone calls to TNS Network Operations.
Raise incident tickets on the TNS Incident Management ticketing system
Provide triage for incidents following defined runbooks.
Engage NOC engineers on incidents to see the incident through to successful resolution.
Work as part of a global team that provides 24x7 IP Desk coverage on a rotation basis.
QualificationsTCP/IP, VPN,MPLS and routing knowledge (OSPF, BGP, EIGRP, RIP, IS-IS).
Hands-on experience with the configuration of Cisco, Arista and Juniper routers and switches.
ITIL Certification
Experience with Microsoft Office software, communications software, and Visio.
Hardworking, focused, thorough, and punctual.
Proficient at multitasking.
Experience working with external customers.
Experience providing support for NOC environments.
Computer Science / applicable degree, or equivalent work experience is preferred
Experience in a financial industry support role, preferably with a Financial Markets managed service provider or independent software vendor
Understanding of Financial Markets (Equity, Futures, Options)
Advanced knowledge of exchange market data and order routing protocols
Experience supporting and troubleshooting multicast market data streams
Experience with Change Management Processes
3-5 years9 experience with troubleshooting circuits
3-5 years9 experience with Network Operations and Troubleshooting
Excellent communication, customer, and time management skills
Self-starter with a drive to develop own skills and knowledge
Team player with good attention to detail
Direct trading experience advantageous
Strong written and verbal communications skills required.
For this role, we anticipate paying $80,000 - $85,000 annually. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate9s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
