Analyst, Operational Support

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.