Production Support Engineer

Let’s be #BrilliantTogether

ISS STOXX is actively hiring a Production Support Engineer to join our App Management team in Mumbai office (Goregaon East).
 

Overview

This role is a great mix of technology and teamwork with exposure to development and business teams designed to provide technical support, functional analysis, and solutions for production operations.

Shift Hours

• Morning / Afternoon / Late Evening Shifts.

• This role expects rotational on-call support work on weekends and Mumbai Holidays.

Responsibilities

• Monitoring & management of alerts, events via relevant monitoring & ticketing tools.

• Monitor Production Server health (using remote applications and inventory)

• Monitor Data Exchange(s)/Market Data Vendor alert notifications.

• Quickly identify the best course of action and either resolve or document and escalate

• Monitor LQM Market Data Processing Eco System:

  • Using file checks, email alerting, Nagios, Logic Monitor and in-house tools
  • 3 trading regions as: APAC, EMEA, NAM/LATAM, coming in from various market data vendors
  • Monitor client data processing (direct submissions, via a trusted third party, via internal processes to pre-process client data, before entering production queue)
  • Respond quickly and accurately to all incoming client queries in relation to service SLA
  • Proactively inform clients of unexpected service impact
  • Monitoring of Liquid Metrix support desk inbox for incoming client queries. Decide whether they can either:
  • Be attended to resolve on the spot and respond to the client in a professional manner, confirming resolution (either by telephone or email)
  • Need to be sent back to the client for further clarification before attempting to resolve
  • Park issue and escalate because of external/upstream dependencies (seek on-duty senior staff advice if in doubt).

• Review/support tools for environmental monitoring and analysis including system health and performance

• Technical support for applications and platform issues

• Ensure issues are logged and tracked within the JIRS system

• Ensure a clear picture of pending items is always kept up to date

• Changes of any kind within Liquid Metrix production environments always need to be tracked for accountability and record-keeping purposes

• The individual must be organized and is able to write clear and concise notes/instructions within ticketing systems to convey observations and facts to its peers within the LQM community

• Communicate analysis and resolution to end clients in a professional manner

• Monitor Office networks (using custom tests)

• Provide technical support for applications on Windows and Linux-based systems

• Identify key areas for automation and optimization to enhance productivity

• Identify opportunities for optimizing performance and provide suggestions for development

• Coordinate maintenance activities and outages with infrastructure, Application management and Service Center teams

• Coordinate with stakeholders during routine maintenance and outages

• Support and execute Disaster Recovery testing.

Qualifications

• 3+ years of overall experience working in IT infrastructure & Operations environment

• 3+ years of relevant experience in Applications monitoring and support

• Understanding of .NET, Java, and XML

• Should possess a good understanding of trading platforms and be well-versed in trading concepts and terminology

• Experience handling major incidents and escalations

• A good understanding of support environments and Service Level Agreements

• Experience with monitoring tools such as Splunk, Nagios, Logic Monitor, AppDynamics or other alternative tools

• Strong written, oral communication and interpersonal skills

• Strong team player, quick learner and multitasker with deadlines

• Should have a high degree of self-motivation, strong analytical and creative problem-solving skills

• Experience with Development preferred (Shell, Batch scripting)

• Experience with database understanding and support like MS-SQL and MongoDB

• Good understanding of the latest Datacenter technologies

• Apache/Tomcat/Web Services experience

• Understanding of ITIL processes

Good to have

• Good working knowledge of Linux

• Experience with SCCM and Windows patch management support

• AWS Cloud and RedShift experience

#ASSOCIATE

#LI-AK1

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.