Duties & accountabilities

• As part of platform/system support, the individual is required to assist with everyday client queries pertaining to access management, system workflow, technical errors, customization requirements etc.
• The successful candidate will need to be able to apply strong technical skills and good business knowledge, together with investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner.
• Direct interaction with OSTTRA Clients globally to resolve technical and non-technical related queries, working in close partnership with our global teams.
• Monitor client queries investigate and troubleshoot errors and work with internal groups to provide resolution.
• Respond to client requests by providing detailed analysis and feedback.
• Work closely with internal teams for system enhancements/escalations. 
• Participate in internal/external training needs. Educate clients on upcoming product enhancements/changes.
• Onboarding new participants in a timely manner and effective implementation of the product. Assist clients in testing the trade flows and help troubleshoot issues faced by the client.
• Configure the product as per the client’s requirement with regard to trade confirmation.
• Perform testing and provide troubleshooting for the client to configure the product as per the requirements of the participant in the UAT and pre-prod environment and emulate the same design setup in the production environment as well.
• Develop and maintain productive client relationships.
• Coordinate across internal teams across the global operations footprint to achieve a positive outcome for client experience.
• Respond to client requests by providing detailed evaluation and feedback.
• Participate in the testing of system enhancements.
• Identify and track system issues, partnering with technology teams to ensure delivery.