GSOC Analyst

TITLE: GSOC Analyst

DEPARTMENT: Global Services Operation Centre

REPORTING TO: Regional Manager, GSOC

OFFICE LOCATION: Madrid, Spain

Overview of the Team  

Our Global Service Operations Center (GSOC) team plays a vital role in delivering exceptional client support. Based in Madrid and Kuala Lumpur, our service professionals monitor clients’ voice, electronic communications, and trading infrastructure around the clock, ensuring seamless and uninterrupted service.

Role Overview:

Operating under a follow-the-sun model, the GSOC provides 24/7 global coverage and consistent service quality. Our team members are committed to exceeding client expectations and building strong, lasting relationships.

This role operates on a rotating schedule to maintain 24/7 coverage. Individual working hours will be agreed upon with the GSOC Global Vice President, based on business needs and coverage requirements.

• Provide Technical Support: Deliver first-line diagnostics and Tier 1 & 1.5 troubleshooting technical support to IPC clients via various communication channels, including but not limited to telephone, email, or web, ensuring timely and effective resolution of technical issues.
• Incident & Change Management: Create, track, and own Incident and Change Request tickets throughout their lifecycle, documenting all troubleshooting steps and ensuring updates are provided according to IPC procedures.
• Ticket & Workflow Coordination: Monitor existing tickets assigned to GSOC to maintain SLA compliance. Reassign tickets as needed to ensure proper coverage and prompt client communication.
• Escalation Handling: Act as the point of contact for second-level client escalations, ensuring GSOC management and senior stakeholders are informed on key topics such as outages, complaints, and major incidents. Escalate within provider networks when required to drive timely resolution.
• Network & System Monitoring: Proactively monitor network performance and event notifications across various platforms to identify and address potential issues before they impact clients.
• Collaboration & Project Support: Partner with other regional GSOC teams and IPC departments on global operations initiatives, including support and documentation for new product releases. Demonstrate strong teamwork, communication, and cross-functional collaboration.
• Continuous Improvement: Identify and communicate areas for process enhancement, contributing to GSOC efficiency and client satisfaction. Document new procedures and best practices as needed.
• Reporting & Client Interaction: Prepare incident reports and performance metrics and participate in Client Service Review meetings alongside management when required.

Essential Skills and Experience to be Successful in this Role:

Experience & Background:

• Minimum 2 years of proven experience in a Service Desk or client support environment.
• Strong commitment to service excellence and ability to thrive in a fast-paced, multitasking, team-oriented setting.
• Demonstrated experience in supporting and troubleshooting managed extranet services or similar environments.
• Hands-on experience with fault isolation and troubleshooting within an MPLS network environment.

Technical Expertise:

• Cisco certification (CCNA or higher) or equivalent industry-recognized qualification.
• Solid understanding of Cisco LAN/WAN, IP Voice Services, iPBX, VMware, and Trading and Compliance platforms.
• Exposure to Internet technologies and enterprise platforms.
• Working knowledge of industry-standard ticketing tools (e.g., ServiceNow, Salesforce, Remedy).
• Familiarity with proactive network monitoring tools, such as IBM Netcool.

Communication & Interpersonal Skills:

• Excellent verbal and written communication skills in English.
• Strong work ethic, with an energetic, proactive, and diplomatic approach.
• Proven ability to build effective relationships across teams and with key business stakeholders.

Other Requirements:

• Flexibility to work within a rotating 24/7 GSOC schedule, including weekends and public holidays as required.

Desired Skills and Experience:

• Bachelor’s Degree or equivalent work experience.
• Experience in ‘translating’ technical information into business-appropriate language.
• Strong technical acumen with the ability to learn and be able to provide immediate solutions.
• Knowledge of global financial markets and market data products.
• Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
• Working knowledge of Business Objects, MS Power BI, or similar reporting tools.

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:   

Competitive Base Salaries 

• Benefits package: Private Health Insurance + Pluxee Transport Pass + Pluxee Restaurant Pass 
• Additional Time off for Charity Work and Volunteering 
• Tuition Reimbursement 
• Certification Bonus Program 
• Access to “IPC University” our Internal E-Learning Platform 
• Access to LinkedIn Learning 
• Structured Onboarding Training and Peer Mentor Support 
• Wellness Program 
• Employee Referral Scheme 

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today.

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness.

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.