# Analyst, Operational Support **Company**: London Stock Exchange Group (LSEG) **Location**: Colombo **Job type**: full-time **Category**: Operations **Industry**: Finance **Apply**: https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/Colombo-Sri-Lanka/Analyst--Operational-Support--Market-Operations_R0124271?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_a1c34156-466 ## Description 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. **Key Responsibilities:** **Operational Monitoring & Checks** - 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. **Incident Management & Escalation** - 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. **Operational Resilience & Market Readiness** - 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. **Continuous Improvement & Automation** - 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. **Change & BAU Support** - 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. **Candidate Profile / Key Skills:** **Essential** - 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. **Technical Skills / Advantageous** - Experience or knowledge in one or more of the following areas would be advantageous: - Automation & RPA: Leapwork, UiPath and Microsoft Power Automate. - Programming & Scripting: Python, JavaScript, HTML and JSON. - Monitoring & Observability: Datadog and Control-M. - DevOps & CI/CD: DXOne. - Data, Querying & Reporting: Snowflake, SQL and Power BI. - Cloud Technologies: AWS services, including Lambda, EC2 and S3. - Low-Code Platforms: Microsoft Power Apps. - IT Service & Work Management: ServiceNow, Jira, Agile/Sprint methodologies and project management practices. - Knowledge of equities, securities and capital markets would be advantageous. **Benefits:** - LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. ## Skills ### Required - incident management - operational support - technical support - analytical skills - problem-solving skills - communication skills - organisational skills - prioritisation skills ### Nice to have - Automation & RPA - Programming & Scripting - Monitoring & Observability - DevOps & CI/CD - Data, Querying & Reporting - Cloud Technologies - Low-Code Platforms - IT Service & Work Management --- Source: [Apply at lseg.wd3.myworkdayjobs.com](https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/Colombo-Sri-Lanka/Analyst--Operational-Support--Market-Operations_R0124271?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)