Technical Operations Analyst (UK)

Role:  Technical Operations Analyst (UK).

Location:  London (Hybrid/Remote). 

Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance. 

We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients. 

At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast. As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business.  

Our Products: 

RegPlatform is a technology platform that streamlines regulatory change management. It provides firms with a one-stop, continuously maintained inventory of global regulations, with effortless horizon scanning, integration capabilities and workflow management. RegPlatform combines industry leading AI technology with expert validated insights to simplify the complexities of multi-jurisdictional regulatory content. 

RegBrain allows customers to apply CUBE's AI models directly to their own content, enabling faster release and feedback cycles. Our flagship AI services will be included, spanning structural detection, classification, entity extraction, summarisation, and recommendations. Available to customers and partners as APIs and via a UI. 

Role mission:  

The CUBE Tech Ops Support Specialist has practical experience working in Technical Service Desk or support roles, handling 1^st/2^nd line technical issues for internal staff and customers and managing their prioritisation and resolution:

• Works in a team handling application, security, operational and technical enquiries by email and telephone from staff and customers under SLA.
• Handles technical queries, staff onboarding/off-boarding, access requests and other technical and security related enquiries and tasks under ticket management.
• Participates and takes on a leading role in the event of high priority incidents, coordinating and recording the actions of 2/3^rd line resources in the ticket/RCA.
• Creates and updates documentation and instructions for the team to complete operational tasks.
• Is organised, task-oriented and has a strong interest in technology and applications with good troubleshooting skills.
• Is responsible and able to work independently on tasks in a secure and compliant manner at all times.
• Possesses a confident telephone manner, can learn quickly and has a passion for delivering excellent customer service.

 Responsibilities:  

• Provide 1^st/2^nd line technical support for customers and internal staff for office and customer facing systems.
• Log incidents for global staff and customers contacting the Service Desk by email and telephone.
• Contact staff, customers and suppliers to qualify, troubleshoot and resolve cases, where possible.
• Coordinate cases to closure by 2^nd/3^rd line staff with specified service level’s (SLA)
• Undertake 1/2^st Level operations support, user management, system checks, maintenance etc on various line of business systems.
• Log and coordinate cases with external support desks such as Microsoft, Dell, OpenText etc.
• Schedule and prepare monthly reports for customers and management.
• On/off-board starters and leavers including account creation, license allocation, equipment ordering, software installation and assignment.
• Obtain quotes from suppliers for new equipment, services, maintenance renewals etc.
• Participate in technical improvement initiatives/projects.
• Maintain and publish technical and operational documentation on intranets and shared spaces.
• Administer M365 environment and MS Active Directory/Entra to support access control requests, provide separation of duties and maintain a secure and compliant environment. 

 What we’re looking for: 

• High energy with a confident, engaging, customer focused approach and an interest in technology.
• IT literate around standard products like Microsoft Windows, M365 (AD, Entra, Intune, Defender, Purview etc), Atlassian Suite (Confluence, Jira) with a strong desire and ability to learn other applications, products and systems.
• Good troubleshooting skills with a keen interest in continual learning about technologies, platforms processes and operations.
• Organised with a strong focus on deadlines, accuracy and timely delivery.
• Forward thinking with a flexible approach to undertaking and completing a variety of tasks and activities.
• The ability to work as part of a local and internationally distributed, follow-the-sun team.
• Hands on experience with Microsoft 365, Dynamics CRM, Teams, SharePoint and other web-based applications and services.
• Ability to produce clear documentation, instructions and procedures for use by other in supporting and maintaining systems.

Why Us?  

🌍 Globally, we are one of a kind! 

CUBE are a well-established market leader within Regtech (we were around before Regtech was even a thing!), and our category-defining product is used by leading financial institutions around the world (including Revolut, Citi, and HSBC).

🌱Growth & progression

Last year we grew by more than 50% and our growth journey is just getting started! We are a dynamic, fast-pace workforce that is always seeking ways to accelerate our people, processes, services and products. We hire ambitious people that want to make a difference, share their ideas, “make it happen” and find better, smarter ways of working. Our future is shaped by our employees, so if you’re someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn’t be a better time to join us!

🗣️Internationally collaborative culture

With more than 400 CUBERs across 11 locations in Europe, the Americas and APAC, collaboration is key to our success. We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.

💡 Innovative breakthrough technology

CUBE is an innovator. We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges. You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.

💻 Work life balance

CUBE is a remote-first business so you will be able to design your home office and choose your own work equipment. We host monthly in-person meet-ups as a chance to get-together, share ideas and collaborate with other teams but we are advocates for remote working and we believe working remotely provides freedom to innovate, create and unlock global talent. Whilst our teams operate on a remote-first basis, we do appreciate that everybody is different, so we offer a number of credits per month for those that prefer to work within a shared office space occasionally.