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About the Role
The Field Support area is responsible for providing on-site technical or non technical product support and service to customers. The Financial Markets Global IP Desk will contribute to the team's success by supporting the stability and availability of the TNS Financial Markets infrastructure and services.
Responsibilities
- Raise service incident tickets and assign them to an appropriate engineer.
- Resolve complex IP network routing, hardware, and protocol issues on the TNS global core and Financial Markets network.
- Open tickets with Vendor Help desks (Cisco and Juniper TAC) and escalate problems for engineering support.
- Maintain and update assigned tickets.
- Deliver quality service and support to TNS customers.
- Liaise with TNS customer’s technical representatives.
- Provide support of global large scale TCP/IP, VPN and MPLS networks including OSPF, BGP, EIGRP, RIP, IS-IS protocols.
- Perform hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches.
- Manage vendors, including extensive interface with Cisco and Juniper TAC.
- Perform second-level network and protocol troubleshooting and debugging.
- Coordinate, schedule, and support network maintenance and change management activities.
- Provide on-call escalation support, including after hours availability on a rotating schedule.
- Perform operation readiness checks for project acceptance into the NOC for handover support.
- Ensure all clients and network incidents are restored with minimal service impact.
- Monitor TNS’s various event management systems.
- Monitor and manage inbound customer email.
- Respond to inbound telephone calls to TNS Network Operations.
- Provide triage for incidents following defined runbooks.
- Engage NOC engineers on incidents to ensure successful resolution.
- Work as part of a global team providing 24x7 IP Desk coverage on a rotation basis.
Requirements
- 3-5 years’ experience with troubleshooting circuits.
- 3-5 years’ experience with Network Operations and Troubleshooting.
- Experience working with external customers.
- Experience providing support for NOC environments.
- Experience in a financial industry support role, preferably with a Financial Markets managed service provider or independent software vendor.
- Experience with Change Management Processes.
- Experience supporting and troubleshooting multicast market data streams.
- Direct trading experience advantageous.
Skills
- TCP/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.
- Understanding of Financial Markets (Equity, Futures, Options).
- Advanced knowledge of exchange market data and order routing protocols.
- Excellent communication, customer, and time management skills.
- Strong written and verbal communications skills.
Work Type
- On-site
- 24x7
Experience Level
- 3-5 years
Education Level
- Computer Science / applicable degree, or equivalent work experience is preferred
About the Company
- An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.
- Come join the excellence!
Equal Opportunity
- TNS is an equal opportunity employer.
- TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.