Sr. Support Analyst, Mumbai (Giftcity), Information Technology

Key Areas of Responsibilities

• Provide senior-level End User Support (EUS) for front office users, traders, dealers, and business teams, ensuring high service availability and user satisfaction.
• Manage and support on-premise IT infrastructure, including desktops, laptops, peripherals, meeting room technology, server patching, and hardware lifecycle activities.
• Coordinate IT operations, change management, incident resolution, disaster recovery activities, and ensure compliance with IT governance standards.
• Support regulators, exchanges, auditors, and local compliance requirements, maintaining required IT documentation and controls.
• Collaborate with infrastructure and application teams to ensure stable production services; exposure to application support is advantageous but not the primary responsibility.
• Ensure excellent 24x7 operations of CLSA's core mission-critical Trading application stack.
• Own, coordinate & manage the DC & its related activities.
• Adherence to CLSA documented governance guidelines.
• Participate in on-call support rotation.

Requirements

• 7-10 years of experience with at least 70% hands-on End User Support (EUS) in a financial services or trading environment.
• Strong experience supporting on-premises IT environments, including PC troubleshooting, hardware support, server patching, and rack-and-stack activities.
• Good understanding of ITIL processes, including Incident, Change, Problem, and Release Management.
• Experience supporting audits, regulatory requirements, and business-critical IT operations; knowledge of exchange regulations is an advantage.
• Bachelor's degree in computer science, Information Technology, or a related discipline, with strong communication skills and willingness to relocate to Gift City, Gujarat. Exposure to application support is desirable but not mandatory.