Back Office Operations Support - Level 2 (Windows & Linux Administration, SQL & Incident Management)

Job Summary

Synechron is seeking an experienced Back Office Operations Support - Level 2 professional to deliver technical and operational support within our financial services team. This role involves managing and troubleshooting core back-office platforms, ensuring smooth transaction processing, incident resolution, and process optimization. The ideal candidate will contribute to maintaining high standards of operational excellence, supporting client deliverables, and implementing process improvements, with a focus on capital markets.

Software Requirements

Required Skills:

• Windows Operating System management and troubleshooting, including user and application support
• Unix/Linux server administration and scripting
• SQL proficiency with experience in Sybase or MySQL for data retrieval and troubleshooting
• Incident management tools such as ServiceNow or JIRA for ticket logging and tracking
• Basic knowledge of release and change management processes, including version control systems (e.g., Git)

Preferred Skills:

• Knowledge of automation scripting and batch processing tools
• Familiarity with IT infrastructure components like networking and operating environment management
• Understanding of CI/CD practices and deployment pipelines

Overall Responsibilities

• Provide Level 2 support for back-office operational applications and platforms, handling incident resolution, data analysis, and troubleshooting.
• Manage and support scheduled batch processes and data workflows to ensure operational stability.
• Conduct root cause analysis on recurring issues and collaborate with cross-functional teams for permanent resolutions.
• Support deployment and release activities, including change management and version control.
• Document operational procedures, troubleshooting guides, and incident reports.
• Engage with end users, vendors, and internal teams to ensure optimal system performance and user satisfaction.
• Contribute to continuous improvement by identifying process bottlenecks and recommending enhancements accordingly.

Technical Skills (By Category)

Operating Systems:

• Required: Windows (user management, troubleshooting), Unix/Linux (server management, scripting)
• Preferred: Experience with cloud-based environments (Azure, AWS)

Database & Data Management:

• Required: SQL (Sybase, MySQL), ability to write and troubleshoot complex queries
• Preferred: Knowledge of data migration, integration, or ETL processes

Scripting & Automation:

• Shell scripting (Bash or similar)
• Experience with batch processing systems and tools

Tools & Frameworks:

• Incident management tools (ServiceNow, JIRA)
• Version control and release management (Git, Jenkins)

Networking & Infrastructure:

• Basic understanding of network management, security protocols, and application environment troubleshooting

Experience Requirements

• 3 to 7 years of relevant experience in back office operations, application support, or infrastructure support within capital markets preferred.
• Demonstrated ability to troubleshoot and resolve complex operational issues.
• Previous experience supporting financial systems or platforms used in capital markets is preferred.
• Candidates with a strong foundation in core IT infrastructure and support processes are encouraged to apply.

Day-to-Day Activities

• Monitor back-office applications and data processes to identify and resolve issues proactively.
• Respond to and resolve incident tickets within service level agreements, escalating as necessary.
• Perform root cause analysis on recurring problems and collaborate on solutions.
• Support scheduled releases, system upgrades, and patch deployments while ensuring minimal disruption.
• Conduct data analysis, trending, and reporting of key operational metrics.
• Document incidents, resolutions, and standard operating procedures for future reference.
• Collaborate with IT and business teams during daily stand-ups and project meetings.

Qualifications

Educational Requirements:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.

Certifications (Preferred):

• ITIL Foundation Certification or equivalent
• Capital markets or financial certifications are a plus

Training & Development:

• Ongoing participation in skill enhancement, sector-specific training, and process improvement initiatives.

Professional Competencies

• Strong analytical and problem-solving skills, with the ability to diagnose issues quickly.
• Excellent verbal and written communication skills for engaging with stakeholders at all levels.
• Effective collaboration and teamwork skills within an agile or operational environment.
• Adaptability and flexibility to work in a rotational shift (11:00 am IST to Midnight IST) and manage changing priorities.
• Customer-focused mindset, emphasizing quality support and relationship management.
• Proactive approach towards continuous process improvement and innovation.