Production Support Specialist

SUMMARY

Production Support Specialist

POSITION INFO : Purpose of the Role

The Production Support Specialist is responsible for providing first-line technical support across multiple internal systems and platforms. This role ensures that users—including staff, brokers, institutional clients, administrators, and end-clients—receive timely and accurate support according to agreed service levels. Working within the Product Department and closely with cross-functional teams, this position plays a critical role in maintaining smooth operations and supporting system functionality.

Key Responsibilities

• Provide first-line technical support to users with system queries.
• Manage and prioritize queries based on severity and business impact.
• Monitor alerts and notifications to ensure systems remain fully operational.
• Administer and maintain user credentials and permissions across systems.
• Understand system functions, including onboarding, login, account management, banking, trading, market data, compliance, reporting, and APIs.
• Manage and update system configurations such as instrument management, routing, mappings, pricing feeds, and FIX integrations.
• Conduct checks following outages or system restarts.
• Perform data management functions and assist with testing new features or updates.
• Collaborate with internal teams to investigate issues and support reconciliations.
• Cross-train and share knowledge within the support team.
• Complete ad hoc tasks as required.

Qualifications

Preferred Skills / Experience

Working Conditions

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