Analyst, Operational Support, Market Operations

The Analyst, Operational Support is responsible for supporting the day-to-day operational readiness and resilience of DSM services through proactive monitoring, operational checks, incident identification and escalation, and effective stakeholder communication. The role includes performing first-line operational checks across market, admissions, client and technical activities, including system connectivity and front-end services. The Analyst will support operational activities across start-of-day, intraday and end-of-day processes, as well as broader business-as-usual (BAU) activities. The successful candidate will work in a highly operational and time-sensitive environment where accuracy, timely escalation, effective communication, sound judgement and adherence to established procedures and controls are critical. Shift patterns: Start of Day (SOD): 5:30 AM to 2:30 PM (Sri Lanka time); Intraday: 12:30 PM to 9:30 PM (Sri Lanka time); End of Day (EOD): 8:30 PM to 5:30 AM (Sri Lanka time), on an as-needed basis.

Responsibilities

Perform scheduled operational and system-readiness checks across supported DSM services; Validate key applications, system connectivity, front-end tools and operational processes; Perform reference-data and operational checks across start-of-day, intraday and end-of-day processes, including checks associated with first-day trading; Monitor market transitions, trading sessions and operational processes throughout the day to identify potential issues or anomalies; Ensure identified issues are investigated and escalated through the appropriate support channels in a timely manner; Identify operational, application, connectivity and technical issues and escalate them through the appropriate support channels; Support the management of technical incidents and functional queries through to resolution; Maintain clear, accurate and timely communication with relevant stakeholders and customers throughout the incident lifecycle; Ensure potentially service-impacting incidents and requests are escalated promptly and appropriately; Follow established processes, procedures, RACIs, SLAs and escalation frameworks; Accurately record and maintain operational events, incidents and relevant updates using appropriate ITSM tools; Support the operational readiness and resilience of critical market services; Proactively identify issues that could affect market or service readiness; Assess and communicate potential business, technical, operational and client impacts; Work effectively in a time-sensitive environment where critical activities must be completed accurately and within defined operational timelines; Support effective operational handovers and continuity of service across supported activities; Identify opportunities to improve operational processes, controls and procedures; Contribute to continuous service improvement initiatives, including process optimisation, automation and tooling enhancements; Support the onboarding, automation and enhancement of operational checks and controls; Adopt new technologies, processes and ways of working as the Operational Support function evolves; Contribute ideas and recommendations that improve operational efficiency, resilience and control effectiveness; Support BAU activities across DSM Operations as required; Assist with implementation and operational-readiness activities associated with new services, projects and changes; Participate in knowledge-transfer and cross-training activities and develop a strong understanding of supported systems, services and business processes; Maintain accurate and up-to-date operational procedures, support documentation and knowledge materials; Support the transition of new or changed services into BAU operations where required

Requirements

Relevant experience in incident management, operational support, technical support, financial services or a similarly controlled and time-sensitive environment; Strong analytical, investigative and problem-solving skills; Excellent attention to detail with a strong focus on accuracy and quality; Ability to work effectively under pressure and meet critical operational deadlines; Strong written and verbal communication skills; A collaborative team player with strong interpersonal skills and a proactive, solution-focused approach; Ability to work effectively within defined procedures, controls and escalation frameworks; Ability to learn new systems, technologies and internal applications quickly; Strong organisational and prioritisation skills; Ability to communicate effectively with both technical and non-technical stakeholders; Candidates should be comfortable working across the applicable shift patterns based on business coverage requirements

Nice to have

Experience or knowledge of Leapwork, UiPath or Microsoft Power Automate; Knowledge of Python, JavaScript, HTML and JSON; Experience with Datadog and Control-M; Experience with DXOne; Experience with Snowflake, SQL or Power BI; Knowledge of AWS services including Lambda, EC2 and S3; Experience with Microsoft Power Apps; Experience with ServiceNow, Jira, Agile/Sprint methodologies or project management practices; Knowledge of equities, securities and capital markets

Benefits

Healthcare; Retirement planning; Paid volunteering days; Wellbeing initiatives