TS Imagine

About the job 

TS Imagine, the world's leading provider of real-time trading, portfolio, and risk management solutions for the financial services industry, is looking for a Product Specialist to join our PrimeOne Customer Service team. This individual will play a crucial role in supporting our PrimeOne product suite, comprised of physical prime brokerage, synthetic prime brokerage and securities lending applications. The ideal candidate will possess strong problem-solving and analytical skills to address complex technical issues and business processes, ensuring the seamless operation of critical applications. You will collaborate closely with both internal teams (development and infrastructure) and clients to troubleshoot issues and maintain high levels of service availability.  
 

Who will love this job 

• A client-oriented individual – you have an interest in working closely with financial technology to learn software applications in depth and work with clients to deliver solutions. 
• A troubleshooter - You enjoy solving a range of problems, testing, replicating and investigating complex issues  
• A collaborator – you are interactive and thrive in a collaborative team environment, who enjoys working closely with financial institutions such as Hedge Funds, Banks as well as with internal stakeholders to deliver solutions.    
• A continuous learner – you love to learn and welcome the opportunity to develop your knowledge of financial markets and develop your troubleshooting and technical skills. Your professional qualifications are supported and encouraged in an environment of continuous learning.  

What you’ll do 

• Investigate and resolve complex technical issues by analyzing workflows, reviewing logs, performing data analysis, and conducting troubleshooting.
• Provide Level 2 support and engage in escalation processes to ensure rapid resolution of critical issues.
• Monitor and react to system and application alerts, ensuring that key operational processes remain stable and highly available.
• Test and troubleshoot application systems, identifying and resolving problems through testing and replicating failure scenarios.
• Provide consistent and clear communication with both clients and internal teams, keeping all parties updated on ongoing cases
• Maintain a deep understanding of the PrimeOne product suite and contribute to internal knowledge sharing through updated documentation and best practices.
• Work in a 24x5 rotational shift model and provide rotational on-call weekend support 

You should have 

•  A Bachelor's Degree in a related area to Science, Mathematics, Computing, Engineering or Finance/Economics
• A minimum 3 years of work experience in Production / Application support
• A client-centric approach with the ability to manage time-sensitive issues in a fast-paced, dynamic environment -  experience providing Lv2 Support in the financial technology domain is highly desirable
• Strong analytical and troubleshooting skills, capable of resolving complex technical and business-related issues.
• Excellent communication skills, both written and verbal, with the ability to collaborate with both internal teams and external clients.
• Comfortable working within Linux / Windows server environments, with hands on experience of Powershell commands, job scheduling tools, SQL queries and navigation on a server command line – or directly comparable skill set
• Experience with a scripting language is highly desirable
• ITIL certification is an advantage.