What Youll Be Doing (position summary):
The Support analyst (OMS/EMS) provides day-to-day production support for Order Management and Execution Management Systems (OMS/EMS) across multiple trading platforms. The role focuses on monitoring, incident triage and investigation, user support, operational checks, and timely escalation to ensure stable trading operations, regulatory control adherence, and effective cross-region handover within an offshore support model.
How Youll Succeed (responsibilities):
- Monitor OMS/EMS services, interfaces, and market connectivity; investigate alerts and anomalies and take first-line remediation steps.
- Provide incident triage and troubleshooting (orders/executions, FIX sessions, allocations, and downstream feeds) and escalate to the Support Lead/engineering teams as required.
- Support Trading and Portfolio Management with production queries and issue resolution, maintaining explicit and timely communications.
- Perform operational checks and post-trade controls (e.g., drop copies, end-of-day files, reconciliations)



and raise exceptions for investigation.
- Execute structured shift handovers/handoffs across regions, ensuring accurate documentation of incidents, risks, and planned changes during overlap windows.
- Maintain runbooks, knowledge articles, and ticket updates to ensure high-quality operational documentation and repeatable support processes.
- Participate in release and change activities (implementation support, validation, and post-release monitoring) under established change controls.
- Coordinate with vendors/brokers for connectivity testing and issue follow-ups, escalating service concerns through the Support Lead when needed.
- Support disaster recovery testing activities as assigned (checklists, validation, and evidence capture).

AUTHORITIES/DECISION RIGHTS:
- This role is authorized to perform monitoring, investigation, and first-line remediation activities for OMS/EMS platforms in accordance with approved runbooks a

📌 Support analyst (Hyderabad)
🏢 CIBC India
📍 Hyderabad