Tech Operations Lead

Thesys CAT, a subsidiary of Thesys Technologies, has been chosen by the U.S. Securities and Exchange Commission to build and operate one of the largest trading databases ever created; Consolidated Audit Trail (CAT).

The CAT is a comprehensive audit trail that will track orders throughout their lifecycle and identify the broker-dealers handling them, thus allowing regulators to more efficiently and accurately track activity in eligible securities throughout the U.S. markets. When complete, the CAT will be the world’s largest data repository for securities transactions tracking approximately 58 billion records of orders, executions, and quote life-cycles for equities and options markets on a daily basis.

Given the breadth of our ambitions, the technology work we provide is highly diversified, cutting-edge, challenging, and extremely broad in terms of the exposure it generates for employees.  We are looking for a self-motivated contributor who is passionate about customer support to help staff our Service Desk for the (external) users of our applications. These users are typically analysts with regulatory bodies (e.g. the SEC), National Market Exchanges (e.g. NY Stock Exchange), and large financial institutions (e.g. Goldman Sachs). The application architecture involves combining cutting-edge open source and proprietary technology to support back-end systems written in C++ and front-end systems using Angular and NodeJS.  The selected contributor may be based either in our Charleston, SC facility, or in New York City or its immediate environs.
 
Responsibilities:
 
  • Lead Technical Operations team to provide technical support and subject matter expertise to users of the CAT application(s)
  • Build relationships with internal and external stakeholders to expeditiously resolve requests and build knowledge bases to assist in future incident triage and resolution
  • Work within established service level frameworks 
  • Assist in resolution of incidents involving: 
  • CAT application technical questions
  • Credentials management (forgotten passwords, Yubikey usage)
  • Network-connectivity infrastructure questions including: IP Address allocation and firewall/router configuration
  • Collect necessary information to escalate and coordinate issues with core SRE / Application Development teams when additional input is required   
  • Provide mentorship and best practices to enable mutual advancement of the team
  • Potential to migrate to a Site Reliability Engineer / Development role for suitably qualified candidates over time

Ideal skills will include: 

  • 3+ years of Support Desk experience ideally as a Level 2 analyst, 1+ years experience in a leadership role 
  • Extensive experience in customer interaction and support
  • Extensive experience in training and guiding Support Desk analysts
  • Track record of success and accountability while taking personal responsibility very seriously
  • Ability to lead, influence and motivate a team of analysts and incident handlers, from novice to advanced level experience
  • Ability to work well and thrive in a collaborative and fast paced environment 
  • Knowledge of internet technology and protocols including DNS, HTTP, SMTP and related technologies
  • Passion for information security
  • Knowledge of information security principles, including risk assessment and management, threat and vulnerability management, incident response, and identity and access management
  • Knowledge of network infrastructure and associated network protocols and concepts
  • Advanced  analytical and problem-solving skills
  • Exceptional written and verbal communication skills
  • Highly self-motivated and directed with strong initiative to enhance processes
  • Demonstrated experience working with stakeholders on both business and technical teams
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Prior experience in the financial services / trading / fintech environment 

Qualifications:

  • Bachelor’s degree in information systems or computer science
  • Strong Unix/Linux command line skills

  • Deep understanding of common agile development methodologies and product development life cycles

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