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3rd Line Support Analyst
The 3rd Line Support Analyst provides advanced technical assistance and resolution for complex production incidents impacting internal and external stakeholders. This role focuses on supporting the proprietary 'Tercero' application - built on a C# and T-SQL architecture - alongside integrated third-party software. Utilising deep domain knowledge in Wealth Management, the analyst ensures operational continuity, drives system optimization, and delivers exceptional client service.
Key Responsibilities
- Technical Resolution: Deliver expert 3rd line technical support for sophisticated production issues within the C# /T-SQL ‘Tercero’ ecosystem.
- Problem Management: Collaborate with the broader support function and the Head of Support to identify, diagnose, and remediate recurring technical anomalies.
- Knowledge Transfer: Formulate and implement targeted training initiatives to address identified knowledge gaps across the team.
- Incident Documentation: Maintain the integrity of the JIRA ticketing platform by ensuring meticulous, real-time logging of diagnostic notes, actions, and progress.
- Queue Management: Monitor and audit the outstanding ticket backlog, systematically closing legacy tickets in alignment with departmental benchmarks.
- Remote Remediation: Execute secure, remote client-side interventions to deploy technical fixes and system adjustments.
- Continuous Improvement: Proactively advance personal and team technical proficiency across all supported application frameworks and emerging technologies.
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Required Skills & Experience
- Domain Expertise: Proven background in Wealth Management, gained through a technical support or operational capacity.
- Database Proficiency: Strong technical command of T-SQL for data analysis and troubleshooting.
- Technical Diagnostics: Demonstrated ability to engineer solutions and resolve complex issues within Microsoft-based infrastructure.
- Stakeholder Management: Excellent verbal and written communication skills, with a track record of interacting effectively with diverse corporate clients and internal teams.
- Operational Excellence: Self-motivated professional capable of exercising independent initiative while collaborating productively within a high-velocity team environment.
Desirable Qualifications
- Development Frameworks: Foundational knowledge or experience with C# programming and experience utilising Bitbucket/Git for version control.
- Development Tools: Familiarity with Microsoft Visual Studio, Microsoft SQL Server Management Studio (SSMS), and Visual Studio Code.
A little about us
We’re the Nucleus Financial Platforms group and we help make retirement more rewarding. People come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
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Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion. For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.
At Nucleus, we offer a generous blend of benefits for the things that really matter to our people, including a non-contributory pension, bonus, enhanced parental leave, paid time off for emergencies, health and wellbeing initiatives and flexible working options.
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