Capco - ION Support Engineer - Electronic Trading Systems (3-6 yrs)

Role Description :

Job Title : ION SUPPORT Engineer.

Responsibilities :

- Serve as the primary point of contact for all ION e-Trading related inquiries and issues.

- Diagnose, troubleshoot, and resolve complex technical and functional problems related to ION modules (MMI, MMS, PXE Pricing, Static Data Management, TPRM).

- Conduct in-depth analysis of support tickets, identifying root causes and implementing effective solutions.

- Ensure timely and accurate resolution of all support requests within agreed-upon SLAs.

- Manage user expectations, providing regular updates on issue resolution progress.

- Build and maintain strong relationships with key stakeholders across the organization.

- Proactively identify and address potential issues before they impact business operations.

- Respond effectively to critical incidents, ensuring minimal business disruption.

- Coordinate with relevant teams (e.g., IT, Trading, Operations) to resolve urgent issues.

- Lead and mentor junior support engineers.

- Manage virtual teams of ION functional and technical consultants on project-based initiatives.

- Guide and support team members in their professional development.

- Continuously identify opportunities to improve support processes and workflows.

- Implement best practices to enhance efficiency and reduce support costs.

- Maintain and update internal knowledge base with relevant information on ION modules, troubleshooting guides, and best practices.

- Hands-on experience with at least one or more of the following ION modules : MMI, MMS, PXE Pricing, Static Data Management, TPRM.

- Strong understanding of capital markets, including investment banking, pricing and analytics, risk management, straight-through processing (STP), and market data.

- Proficiency in application development, issue management tools, and resolution methodologies.