Global Network Operations & Client Support (Financial Markets)

Global Network Operations & Client Support (Financial Markets)

Key Responsibilities

• Provide Tier 1 and Tier 1.5 technical support via phone, email, and web channels.
• Diagnose, troubleshoot, and resolve network, voice, and connectivity-related incidents.
• Manage incident and change requests throughout their lifecycle, ensuring SLA compliance.
• Monitor network performance and proactively identify potential service issues.
• Coordinate ticket workflows and collaborate with global operations teams for effective issue resolution.
• Handle client escalations and communicate major incidents to stakeholders and management.
• Support new product deployments, operational initiatives, and process improvement activities.
• Prepare incident reports, performance metrics, and participate in client service reviews.

Required Qualifications

• 2+ years of experience in a Network Operations Center (NOC), Service Desk, or Client Support environment.
• Experience troubleshooting LAN/WAN, MPLS, managed network, or connectivity services.
• Cisco CCNA (or equivalent networking certification) preferred.
• Knowledge of Cisco networking technologies, IP Voice, iPBX, VMware, and enterprise platforms.
• Familiarity with ServiceNow, Salesforce, Remedy, or similar ticketing systems.
• Experience with network monitoring tools such as IBM Netcool.
• Strong analytical, troubleshooting, and customer service skills.
• Excellent written and verbal communication skills in English.

Preferred Experience

• Exposure to financial services, trading environments, or market connectivity solutions.
• Ability to translate technical issues into business-friendly communication.
• Understanding of trading voice systems and financial market infrastructure.
• Bachelor's degree or equivalent professional experience.

Work Environment

• 24/7 rotating shift model, including weekends and public holidays as required.
• Global team collaboration across multiple regions.
• Hybrid work environment with structured onboarding, training, certification support, and continuous learning opportunities.