Support analyst

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 clear 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 and change controls.

The incumbent is responsible for accurate incident documentation, timely escalation, and coordination with the Support Lead, engineering, and vendors/brokers to restore service and meet operational and control requirements. JOB DIMENSIONS: Provides production support coverage for OMS/EMS platforms and associated connectivity, operating in a time-sensitive trading environment. Performs incident triage, investigation, and escalation across multiple applications, venues, and connectivity paths (e.g., brokers, SORs, FIX gateways).

Participates in release readiness, operational checks, and disaster recovery exercises; contributes to stakeholder updates through accurate ticketing and handover notes. Supports major incident response and problem management activities by executing diagnostics, evidence capture, and timely escalations. Experience: 5+ years of experience.

Who You Are (skills/qualifications): Must Have Skills: 5+ years supporting trading platforms in production, including major incident ownership and problem management. OMS/EMS platform support expertise and complex market connectivity (e.g., Fidessa, Bloomberg EMSX, SORs). Strong FIX protocol knowledge (connectivity, certification, troubleshooting); FIX certification preferred.

Advanced troubleshooting toolkit: SQL plus scripting/automation (Python/PowerShell); Linux and familiarity with Azure/cloud concepts. Strong trade lifecycle and front-office data domain knowledge with multi-asset exposure (equities, derivatives, FX, money markets). Experience leading releases/upgrades and operating within control obligations (best execution, DR, post-trade/regulatory reporting) in an offshore/follow-the-sun model with structured handovers and overlap.

Strong incident response skills and structured troubleshooting; able to coordinate investigations with multiple teams. Clear stakeholder communication, including concise handover notes and timely outage updates. Collaborative team member with strong stakeholder/vendor engagement and a continuous-improvement mindset.

About CIBC: CIBC is a leading North American bank, with a history of more than 150 years of living our purpose - to help make your ambition a reality. Client relationships are at the center of our strategy, and our growth is enabled by a highly engaged and connected global team. From digital banking to community impact, were proud to drive progress for our clients and our communities.

Recognized for our culture, award-winning innovation and community investment, CIBC continues to evolve by putting people and progress at the center of everything we do. About CIBC India: CIBC India is a technology and operations hub in Hyderabad, where youll be part of our highly engaged and global team, and play a central role in supporting our growth. Whether youre driving innovation in digital banking or streamlining client onboarding, youll be part of a culture recognized for excellence and investment in people.

At CIBC India, people and progress are at the center of what we do: youll develop skills, collaborate with industry leaders, and see your ideas realized in a culture that values progress and belonging. We provide cutting-edge resources, ongoing learning, and a supportive environment where people come first. If youre ready to create meaningful change and build your future, CIBC India is where your ambition meets opportunity.

What CIBC India Offers: At CIBC India, your goals are a priority. We start with your strengths and ambitions and strive to create opportunities to tap into your potential. We aspire to give you a career that goes well beyond your compensation.

We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, wellbeing support, and MomentMakers, our social, points-based recognition program Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients worldwide We cultivate a culture where you can express your ambition through initiatives like Purpose Day, a paid day off dedicated for you to use to invest in your growth and development Privacy: By proceeding with the creation of a profile and submitting an application in response to this job posting, you acknowledge and agree that your personal data will be collected, used, retained and disclosed by CIBC India and its affiliates, as described in the Candidate Privacy Statement.