.IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity. Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values.We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply. Come be part of the new team that delivers ground-breaking products for our clients.TITLE: GSOC Analyst DEPARTMENT: Network Services - Global Services and Support REPORTING TO: Director, GSOC LOCATION: Madrid, Spain Our Service professionals are focused on client care and monitor our clients' voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency. Rotating schedule to allow the Global GSOC to operate 24 x 7.RESPONSIBILITIES Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.Ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures.Log all troubleshooting steps and statistics in the IPC ticketing system.Dispatch cases to Tier 2 in a timely manner for additional investigation when appropriate.Escalate incidents to first level escalation following the defined escalation process.Work with telecommunications and service providers globally to ensure timely fault resolution and escalating within our providers when necessary.Monitor network performance across a variety of platforms and proactively manage related event notifications.Liaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.Produce reports - e.G. major outages, fault resolution, statistics, etc.Document new process and procedures as and when required.Identify areas for improvement and communicate these clearly and professionally to the management team
