Description:
Purpose of the Role
The Production Support Specialist is responsible for providing first-line technical support across multiple internal systems and platforms. This role ensures that usersincluding staff, brokers, institutional clients, administrators, and end-clientsreceive timely and accurate support according to agreed service levels. Working within the Product Department and closely with cross-functional teams, this position plays a critical role in maintaining smooth operations and supporting system functionality.
Key Responsibilities:
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Provide first-line technical support to users with system queries.
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Manage and prioritize queries based on severity and business impact.
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Monitor alerts and notifications to ensure systems remain fully operational.
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Administer and maintain user credentials and permissions across systems.
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Understand system functions, including onboarding, login, account management, banking, trading, market data, compliance, reporting, and APIs.
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Manage and update system configurations such as instrument management, routing, mappings, pricing feeds, and FIX integrations.
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Conduct checks following outages or system restarts.
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Perform data management functions and assist with testing new features or updates.
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Collaborate with internal teams to investigate issues and support reconciliations.
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Cross-train and share knowledge within the support team.
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Complete ad hoc tasks as required.
Qualifications
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Grade 12/Matric (or equivalent).
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13 years experience in a technical support role.
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