Senior Gsoc Analyst
CurrentOversaw global support operations, managing high-volume incident resolution and service delivery for financial institutions.• Led an Americas-region support team handling a high-volume 600+ calls and emails daily.• Provided comprehensive support to 500+ financial institutions around the globe.• Developed and delivered training programs for 10+ new hires, ensuring a smooth onboarding process and consistent service delivery.• Proactively monitored electronic trading and voice infrastructure, analyzing and correlating disparate alerts across various technologies and platforms.• Efficiently managed incident, change, and problem tickets.• Minimized impact and improved service restoration time through efficient first-line diagnostics on Voice and Data Services.• Coordinated with traders and staff from top global banks, hedge funds, and private investment managers to assess and resolve service outages.• Regularly collaborated with global carriers, technology partners, data centers, and vendors to ensure swift issue resolution, including dispatch coordination.• Frequently liaised with several internal teams (Engineering, Account Management, Provisioning, Sales, IT, etc.).• Managed standard and emergency network changes and maintenance events, ensuring timely information flow with clients and partners.• Utilized Remedy ITSM to efficiently track, delegate, update, and resolve tickets.• Improved internal monitoring tools by processing, verifying, and revising data for immediate customer use.
