• Troubleshooting technical issues associated with the use of products and services offered to our customers • Following up with clients to ensure the problem is resolved • Handle internal and external escalations via emails/calls • Interaction with customers across multiple mediums (calls, chats, emails, etc.) to quickly get to the root of their problem • Testing & analysis of all our active and upcoming products and services • Reporting bugs/issues with the products and services and lend a helping hand in the solution • Strategizing and implementing ideas to improve the customer experience, internal processes, operational metrics, and business profitability

Role Description This role is a senior Production Support position with a strong focus on applying Artificial Intelligence to improve operational efficiency, incident response, and root cause analysis within the Credit trading platform. The primary goal of the role is to understand existing production issues, investigation patterns, and support workflows, and to design and build AI-powered tools and solutions that reduce mean time to detection (MTTD), mean time to resolution (MTTR), and overall operational toil. The role sits at the intersection of production support, software engineering, and AI enablement, partnering closely with Development, QA, and Business teams to modernize how production issues are identified, analyzed, and resolved. Tradeweb Technology jobs are fully remote. The Tradeweb Technology hub is located in our Jersey City office which can be used for team meetings and collaboration efforts. There may be days where travel to the Jersey City office is recommended for organizational off-sites. Job Responsibilities - Analyze historical production incidents and ticket data to identify recurring patterns, investigation paths, and bottlenecks. - Design and build AI-assisted tools to: - Accelerate root cause identification - Summarize logs, alerts, and metrics - Suggest likely failure domains or components - Assist with incident triage and prioritization - Partner with Production Support engineers to embed AI into day-to-day workflows, not as standalone experiments. - Develop internal tools, scripts, or lightweight services that leverage AI models to improve support efficiency. - Apply AI coding assistants to rapidly prototype, iterate, and productionize operational tooling. - Document AI-driven workflows, playbooks, and best practices for use by the wider support organization. - Measure and track impact of AI adoption (reduction in MTTR, investigation time, manual effort). - Provide extremely high levels of availability and stability for production, demo, and test environments supporting Credit trading. - Perform deep dives into application logs, metrics, and codebases to understand system behavior and failure modes. - Support monitoring, alerting, and observability platforms (e.g., logs, dashboards, alerts). - Work with development team and AI teams, to partner in building out new AI related features in AI. Qualifications - Bachelor’s degree in Computer Science, Engineering, or equivalent experience. - 10+ years of overall IT experience, with significant experience in Production Support or Site Reliability roles or DevOps roles. - Strong hands-on experience supporting large-scale, highly available financial or trading systems with complex architecture, distributed systems and system troubleshooting. - Solid programming background with experience in one or more of: - C++ - Python - Node.js - Scripting languages (Shell, Bash, Perl) - Experience working with: - Logging and monitoring tools (e.g. Coralogix, Grafana) - Containers and orchestration (Docker, Portainer) - Messaging/streaming platforms (e.g., Kafka) - Databases (relational and non-relational) - Excellent communication skills and ability to work with technical and non-technical stakeholders. AI & Automation Skill Requirements - Hands-on experience using AI coding and assistant tools to build/enhance software solutions. - Practical experience applying AI to: - Code analysis - Log analysis - Automation - Workflow optimization - Building MCP servers & AI Agents - Familiarity with modern AI tooling ecosystems; preferred tools include: - OpenAI - Claude - Cursor - Ability to evaluate AI-generated outputs critically and apply them safely in production environments. - Experience building small internal tools, scripts or services that improve operational productivity. Preferred Qualifications - Understanding of source control systems (e.g., Git) and collaborative development workflows. - Familiarity with ticket management systems such as ServiceNow and Jira, especially for analyzing historical incidents. - Networking knowledge, including TCP/UDP, multicast, and packet analysis tools (e.g., Wireshark). - Experience operating in regulated or security-conscious environments. - Fixed income or bond trading domain knowledge. - Exposure to AI enablement, developer productivity, or platform engineering roles. Key Attributes for Success - Strong analytical mindset with the ability to identify patterns across complex systems. - Curiosity and willingness to challenge traditional support models using AI. - Structured, methodical approach to problem solving. - Delivery-focused and outcome-driven. - Collaborative team player with a proactive attitude. - Comfortable working flexible hours, including occasional evening or weekend support. Benefits - Health Insurance: Highly competitive medical, dental, and vision programs - Hybrid Environment: Our employees have the flexibility of working in the office and from home. - Health Care and Dependent Care Flexible Spending Accounts: You may elect to set aside pre-tax earnings to pay for eligible health care and dependent day care expenses for you and your eligible family members. - Maven Family Building Benefit: Maven offers support for fertility and preconception; pregnancy and post-partum; adoption; surrogacy and pediatrics for children up to age 10. Tradeweb provides a $10,000 lifetime reimbursement towards fertility, egg freezing, adoption and surrogacy expenses. - Building Wealth - 401(k) Savings Plan: Employees are immediately eligible for the 401(k) plan. Participants may contribute up to 75% of eligible compensation into a traditional 401(k) and/or Roth 401(k). Tradeweb will match 100% of the first 4% of compensation that you contribute. - Other Benefit Programs: - Pre-Tax Commuter Benefits Program - ARAG Legal Services - Employee Assistance Program - Tuition Reimbursement - Financial Wellness Tools - Travel Assistance Benefits - Pet Insurance - Corporate Gym Subsidies - Wellness Perks - Paid Time Off and Parental Leave

• Provide L2/L3 production support for Oracle Siebel CRM applications • Monitor system performance, troubleshoot issues, and ensure system availability • Perform root cause analysis and implement long-term fixes • Handle incidents, service requests, and changes in line with SLAs • Support batch jobs, workflows, and integration processes • Provide periodic 24x7 OnCall support • Responsible for documentation of processes and procedures relating to deployments, troubleshooting and environment maintenance for applications • Support Siebel upgrade activities • Assist with repository merge, IRM, and upgrade validation tasks • Participate in upgrade planning, testing, and deployment • Identify and resolve upgrade-related issues and defects • Contribute to upgrading documentation and implementation procedures • Assist with Siebel configurations (Business Components, Applets, Workflows) • Troubleshoot issues across key areas • Support deployments across Dev, Test, UAT, and Production environments • Assist in code migrations using ADM/IRM processes • Work with release teams to ensure smooth deployments • Analyze logs and identify application issues • Support performance tuning efforts in coordination with DBAs and infrastructure teams • Monitor health system and recommend improvements

• provide Technical Help Desk support for all customer-escalated issues and bugs, with ongoing research and investigation • respond to phone, email and systematic alerts and monitoring • create and manage tickets for service requests, alerts, issues and incidents and follow through until service is restored • responsible for researching and resolving alerts, problems and incidents as they occur • work with Operations Management, Level 2 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents • must have the ability to work in a multi-system and multi-platform environment • coordinate with application support staff to ensure monitoring of production systems • responsible for following procedures for processing batch files, troubleshooting file movement and reporting errors