SECONDLINE SUPPORT ANALYST - ION (R&N) CLIENT SERVICES

Location: Noida

Background & Purpose

ION Trading is the market leader in providing high performance solutions for trading on electronic markets. With
offices in multiple locations including London, New York, Tokyo, Frankfurt, Paris, Singapore, and Sydney, we are a
rapidly expanding, dynamic and committed company where candidates with the right attitude will find great
opportunities for career development. Our customers include the top tier investment banks where we have long, well-
established relationships.

We aim to give a well-rounded view of our range of financial software products and financial markets, exposing the
right candidates to the major bond and derivative exchanges. Candidates build their knowledge working in a highly
motivated team where opportunities exist for outstanding individuals to progress within the company.

An opportunity exists in our Second line team working within the Rolfe and Nolan (R&N) Solution vertical. This product
line is the recognized global market leader within the exchange traded derivatives industry (ETD).

Our Second line team is a vital part of ION Trading and forms part of the Client Services Division. The Second line
team works with first line support, Account Managers, Development and Project Managers and may also involve direct
client contact as required.

The Second line team investigates and resolves support issues and provides support for client testing, projects and
implementations as assigned.

With ION’s re-engineering programme, the second line team is heavily involved in implementing new components and
migration to the re-engineered solution XTP.

Training on the R&N systems will be given along with any business training needed

Responsibilities

Solely support overnight batch processing on a shift basis primarily focusing on XTP, Margin Module, Fees Module
and ARC. To be able to fully support FIXML feeds.
Ensure that escalated issues are handled efficiently providing a timely response and effective resolution.

 Analyzing, researching, managing and resolving queries received from customers for all R&N products with focus
on XTP, Margin Module, Fees Module, ARC and FIXML feeds.
 Identify recurring problem areas to target with focused training and for input into development/QC.
 Ensure escalated issues are prioritized accordingly
 Prompt recording of, and ongoing management of new issues in the ION Trading internal logging system, JIRA.
 To gain a basic understanding of all other R&N products (RANsys, RANbase, RANtask, RANweb)
 Identify recurring problem areas to target with focused training and for input into development/QC.
 Apply off cycle releases for all products
 Install software upgrades for all products
 Work on new implementations XTP and related components
 Attend client meetings for projects and implementations
 Write internal documentation for any undocumented processes
 Liaising with users of our systems to remedy business or operational problems.
 Encourage good communications and working relationships within the Client Services Team, across other teams
and with customers.
 Recording of work undertaken in timesheet system

 Travel may be required.

Skills:

C:\Users\akanksha.kapoor\Documents\JDs\Delhi 2nd line Support Analyst jobspec XTP.doc

The following would be highly desirable:

 Understanding of the financial markets, especially Exchange Traded Derivatives

 Strong technical background, Linux, VMS, Oracle

Experience:

 Strong analytical skills

 Excellent communication and interpersonal skills – written and verbal
 The ability to cope under pressure and juggle priorities

C:\Users\akanksha.kapoor\Documents\JDs\Delhi 2nd line Support Analyst jobspec XTP.doc