Analyst, Operational Support, Market Operations

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. This role operates across the following shift patterns, based on business and operational requirements: • 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. Candidates should be comfortable working across the applicable shift patterns based on business coverage requirements. 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. Key Behaviours Integrity • Takes ownership of responsibilities and demonstrates accountability for outcomes. • Delivers activities accurately, on time and to the required quality standar