Job Opportunities API

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions.  As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle.  We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.   Purpose   of   the role   Pico’s Level 1 Support Team  provide  critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Level 1 Support team  are responsible for  the  pro-active  monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a  client facing  role with a high-level of client  interaction  and the individual will  be responsible for  delivering a high quality of service and support to Pico’s clients. Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives.      Responsibilities and duties  (include but not limited to)   Continuously  monitor  and respond to incoming events, incidents, and service requests in line with agreed operational procedures.   Acknowledge,  prioritise , and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs).   Ensure  all incidents and requests are appropriately  recorded   within   Pico’s   CRM   system.   Appropriately triage all incoming issues (network/systems/application) and perform deep  initial  diagnostics.   Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network,  platform  and connectivity domains.   Provide clear technical direction to Level 1 peers during active incidents.   Function as a bridge between frontline operations and the Level 2/Engineering Teams.   Interface   with   clients,   vendors,   market   participants,   and   financial   exchanges.    Manage   formal   communications   to   clients.   Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.   In fulfillment of the role, work as part of a global team that provides 24x7  Level 1     Support   coverage   on   a   rotation   basis.     Education, Skills and Background  (incl. Education and Experience Requirements)   7 +   years   of   experience   in   a   similar   customer -facing   role.   Third   Level   Degree   or   diploma   in   Computer   Science,   Computer   Engineering   or   a   related   discipline.   Strong working knowledge of Linux/Unix systems (processes, logs, networking stack, basic shell usage) .   Experience with network packet analysis ( e.g.  Wireshark,  tcpdump ) to diagnose connectivity and performance issues .   Understanding of TCP/IP stack  behaviour  and common failure scena