Nasdaq Technology is looking for a passionate Senior Customer Support/Operations Analyst with focus on performing technical analysis for cloud-based application called as Calypso, to join the Mumbai technology center in India. If Innovation and effectiveness drive, you forward this is the place for you! Nasdaq is continuously revolutionizing markets and undergoing transformations while we adopt new technologies to develop innovative solutions, constantly aiming to rewrite tomorrow. As a Technical support analyst your role is to provide initial troubleshooting and subject matter advice for application and infrastructure issues via dedicated communication channels. Most of the communications with clients are handled in written form. However, audio- and screen-sharing sessions with clients will happen quite frequently, though these activities are usually scheduled in advance and take 25% of working time or less.We are looking for candidates with a genuine desire and drive to deliver top technology solutions to today's markets.Join the Cloud Customer Support organization, Customer Success is an integral part of Nasdaq’s growth and success. This division's mission is to continuously enhance the cloud customer experience in how they consume the Calypso software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Nasdaq from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.

Role Responsibilities –

Work on and resolve client issues related to Calypso architecture, operating system, network, JVM and other Calypso infrastructure components within the Nasdaq Cloud Platform and environment.
Replicate issues, detail them, provide configuration suggestions to Customers, provide Engineering teams comprehensive information in form of test cases to facilitate permanent solutions.
Analyze application logs and suggest solutions for performance related problems to the Nasdaq Calypso platform.
Resolution of Incidents and Service Requests following SLAs and ITIL Incident Management Processes
Take full ownership of customer incidents and problems through to full resolution and closure.
Work closely with our Product team, Operational team, and DevOps team in following up on issues and their resolution.
Chip in to our Knowledge Database with articles documenting issues, workaround, standard processes and how-to.
Tackle Infrastructure and automation related issues (Kubernetes deployment)
Participate in Change request activities, such as configuration changes, new version deployment, maintenance activities and environment validation.
Flexibility to work across all shift schedules (morning, mid, and night) and to work on some PH holidays based on business needs.

As a Senior Customer Support/Operations Analyst (Technical Support Analyst), your focus will be developing and implementing software solutions. Besides working closely with your colleagues in Mumbai you will also work closely with Nasdaq teams in other countries.

We expect you to have:

Bachelor’s degree in computer science, or other related discipline.
At least 2 years in application and production support with a background in Java language.
Experience in Linux/Unix server application-based troubleshooting.
Exposure and understanding of cloud technologies/concepts (OCI and AWS)
Knowledge of relational databases and SQL (Oracle and PostgreSQL)
Good knowledge in some of the following technologies: TCP/IP, firewalls, VLAN, VPN, HTTP(S), SSH, JMS (IBM MQ), Kubernetes (containers), Terraform.
Good oral and written communication skills are essential.
Experience working in distributed teams across multiple time zones.
Excellent analytical and problem-solving skills, attention to detail, adherence to internal defined process and best practices
Must be a fast learner, self-motivated, team player, and collaborator.
Proficient in English.

It would be great if you have –

Experience with FinTech products, especially Nasdaq Calypso Platform.
Good knowledge of ITIL or similar frameworks.
Any relevant cloud or support certifications.

Does it sound like you?

As the selection process is ongoing, please submit your application in English as soon as possible. We will get back to you in 2-3 weeks.

Come as you are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information or any other status protected by applicable law.

Nasdaq is a leading global provider of trading, clearing, exchange technology, listing, information, and public company services. As the creator of the world's first electronic stock market, its technology powers more than 100 marketplaces in 50 countries. Nasdaq is home to over 4,000 total listings with a market value of approximately $12 trillion.

To learn more, about our business visit business.nasdaq.com. Check out more about our Life at Nasdaq.

Come as You Are

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.