What are the responsibilities and job description for the Production Support Analyst position at TradeZero?
TradeZero – Production Support Analyst
About the Company “Built By Active Traders, For Active Traders”, TradeZero was founded in 2015 by a team that leveraged decades of collective operating and trading experience to build a next-generation trading platform tailored to the needs of the ever-growing community of sophisticated traders. With its core offerings of U.S. equities, equity options, and its proprietary Short Locate Services (U.S. patent pending), TradeZero serves both domestic and international active traders, representing a robust and growing total addressable market.
About the Team The Production Support team works closely with our Technology and Broker Dealer teams to ensure stable and reliable performance of our trading systems before, during, and after the trading day in a fast-paced environment.
What You’ll Do
• Monitor production trading systems for alerts, outages, latency, and performance issues.
• Troubleshoot and resolve real-time technical issues involving order management, trade execution, and market data feeds.
• Respond promptly to incidents and coordinate escalation with Technology and Broker Dealer teams as needed.
• Review and respond to incoming support tickets, ensuring timely and accurate resolution for users and stakeholders.
• Review, assess, and process change tickets in accordance with change management policies, coordinating with relevant teams to schedule and implement approved changes with minimal service disruption.
• Maintain accurate records of incidents in ticketing systems, document solutions, and create runbooks for common problems.
• Perform root cause analyses to identify system vulnerabilities and recommend process or technical improvements.
• Collaborate with business and technology teams to implement technical solutions and optimize system workflows.
• Ensure compliance with IT policies, financial industry regulations, and internal SLAs for uptime and incident resolution.
• Track and ensure successful execution of start-of-day and end-of-day batch jobs or scheduled processes that support trading and operational workflows.
• Participate actively in shift turnovers by documenting, tracking, and communicating ongoing incidents, unresolved tickets, and important operational updates to ensure seamless handoffs between shifts.
• Write, develop, and maintain clear support documentation, FAQs, and troubleshooting guides for client service teams and internal stakeholders to facilitate faster issue resolution and improved user support.
Skills and Experience
• Bachelor’s degree in Computer Science, Information Systems, Finance, Engineering, or related field.
• 1 years of total IT experience supporting mission-critical financial services applications, preferably in equities trading.
• Solid understanding of Windows and Linux environments, scripting (Python, Bash, Powershell), and SQL/SSMS for troubleshooting and automation tasks.
• Familiarity with trading systems, FIX protocol, OMS/EMS platforms, and network concepts.
• Experience with system monitoring/observability tools (Grafana, LogicMonitor), incident management, documentation (Confluence), work tracking (Freshservice, Jira) and ITIL-based workflows a plus. What does it take to be successful in this role?
• Experience providing support for clients in a financial services environment.
• Strong analytical, problem-solving, communication, and collaboration skills with the ability to work under pressure.
• Customer service perspective and delivery mindset.
• Identifying and advocating for process improvement.
• Ability to thrive in a fast paced, start-up environment and the ability to coordinate effectively across geographically dispersed teams.
• Self-starter, results driven individual with a proven track record.
• Comfortable with navigating ambiguity and translating it to impactful results. What are some skills to make you stand out?
• Familiarity with creating and debugging Docker containers running in Kubernetes.
• Experience with trading strategies for securities, options, and trading platforms.
• Demonstrated flexibility in providing different types of technical support.