Trade IT Support Analyst

Overview

The Brokerage Production Support Analyst is responsible for providing both technical and functional support across multiple technologies used within Brokerage Capital Markets applications. The role supports business users, operations teams, and clients while collaborating closely with upstream and downstream application teams.

The ideal candidate will possess strong communication skills, a solid understanding of financial markets and trading applications, and experience supporting brokerage or Order Management System (OMS) environments. This position operates in a fast-paced trading environment and may require occasional night, weekend, and on-call support.

This role reports to the Support Manager based in Chicago and is part of the Brokerage Production Maintenance & Support team, which provides 24x7 global production support across APAC, EMEA, and North America.

Key Responsibilities

Production Support & Incident Management

• Provide day-to-day production support for Capital Markets Brokerage Trading Applications.
• Monitor production environments and proactively identify issues.
• Perform incident detection, root cause analysis, and problem management in accordance with ITIL processes.
• Manage and resolve high-priority production incidents through end-to-end ownership.
• Escalate critical production issues to appropriate teams and management when necessary.
• Participate in after-hours, weekend, and on-call support rotations.
• Manage fire-call support, including off-hours and weekend coverage.

Trading Floor Support

• Work directly with traders and business stakeholders to analyze and resolve queries.
• Support brokerage trading applications and OMS platforms.
• Operate effectively in a high-pressure, fast-paced trading environment.
• Demonstrate the ability to manage stress and handle urgent situations from the trading desk.

Application Administration & Change Management

• Administer trading applications including:
  • Change Management
  • Implementations
  • Maintenance Activities
  • Compliance Reviews
• Ensure application stability, reliability, and performance.

Stakeholder & Team Management

• Develop and maintain strong relationships with:
  • Trading Desks
  • Business Teams
  • Development Teams
  • Audit & Compliance Teams
  • Vendors
  • Clients
• Coordinate with global support teams and offshore support staff.
• Monitor team activities and ensure prompt response to business queries and escalations.
• Assist cross-functional teams in identifying root causes and implementing resolutions.

Documentation & Continuous Improvement

• Review and maintain Disaster Recovery (DR) documentation.
• Participate in annual DR testing and exercises.
• Continuously evaluate incidents, alerts, and service requests for improvement opportunities.
• Build deep understanding of supported business functions and applications.
• Work towards becoming a Subject Matter Expert (SME) within the supported business domain.

Planning & Execution

• Handle activities that are large in scope, cross-functional, and technically complex.
• Set short-term priorities and manage workload effectively.
• Ensure timely and accurate completion of assigned tasks and objectives.

Required Skills & Experience

Essential Skills

• Brokerage Production Support
• Capital Markets
• Asset Servicing
• Order Management Systems (OMS)
• Trading Application Support
• Production Maintenance & Support
• Incident Management
• ITIL Framework
• Root Cause Analysis (RCA)
• Problem Management
• Change Management
• Vendor Management
• Application Monitoring & Support

Technical & Functional Competencies

• Strong understanding of Capital Markets and Brokerage Trading environments.
• Experience supporting brokerage front-office or middle-office applications.
• Knowledge of trade lifecycle and trading systems.
• Ability to troubleshoot complex production issues across multiple technologies.
• Understanding of application support processes in a global support model.

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and within global teams.
• Strong stakeholder management skills.
• Ability to perform effectively under pressure in a trading floor environment.