<div class="content-intro"><p>Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.</p> <p> </p></div><p><strong><span data-contrast="none">Purpose of the role</span></strong><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><span data-contrast="none">Pico’s Level 1 Support Team provide critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Level 1 Support team are responsible for the pro-active monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a client facing role with a high-level of client interaction and the individual will be responsible for delivering a high quality of service and support to Pico’s clients. Besides your day-to-day activities, there will also be the opportunity to be involved with internal projects and initiatives. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><strong><span data-contrast="none">Responsibilities and duties </span></strong><em><span data-contrast="none">(include but not limited to)</span></em><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <ul> <li><span data-contrast="none">Continuously monitor and respond to incoming events, incidents, and service requests in line with agreed operational procedures. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Acknowledge, prioritise, and resolve client incidents and service requests within agreed Operational Level Agreements (OLAs). </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Ensure all incidents and requests are appropriately recorded within Pico’s CRM system. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Appropriately triage all incoming issues (network/systems/application) and perform deep initial diagnostics. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Act as a primary technical authority within the Pico Level 1 Team and lead real-time incident triage across network, platform and connectivity domains. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Provide clear technical direction to Level 1 peers during active incidents. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Function as a bridge between frontline operations and the Level 2/Engineering Teams. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Interface with clients, vendors, market participants, and financial exchanges. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Manage formal communications to clients. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> <li><span data-contrast="none">In fulfillment of the role, work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis. </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></li> </ul> <p><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p> <p><strong><