Support Lead - IT Operations

Job Summary

Job Description – Trading Floor Support (TFS) Engineer Role Purpose The Trading Floor Support (TFS) Engineer provides high-performance end-user support for Front Office Trading environments, ensuring maximum availability, stability, and resilience across critical trading services. The role acts as the first point of contact for trading floor technology, delivering rapid diagnosis and resolution of incidents impacting traders, sales, and support functions. The engineer plays a key role in maintaining low-latency, high-availability platforms, supporting both BAU operations and strategic change initiatives. The role will also include: Operational resilience and service stability ownership Participation in change, release, and migration activities Strong governance and risk awareness (e.g. audit, SOX, service onboarding, risk management) Proactive service improvement and automation Key Accountabilities Deliver 1st/2nd line support for all Trading Floor technology services with a strong focus on speed and user experience Act as the primary interface for Front Office users, providing high-quality, professional support to senior stakeholders Perform daily trading floor readiness checks to ensure services are fully operational ahead of market open Diagnose and resolve incidents across: Trader desktops and workstations (Windows 11) Market data platforms (e.g. Bloomberg, Refinitiv, Trading/broker applications) Dealer boards and voice trading systems Remote access Escalate and manage incidents effectively, working with application, infrastructure, and network teams Own end-to-end incident lifecycle, ensuring timely resolution and clear stakeholder communication Support moves, adds, and changes (MAC) across trading floor environments Contribute to problem management, identifying root causes and recurring issues Support major incident response, including coordination and communication Participate in on-call rota and out-of-hours support Monitors and analyses data as directed using budgeting systems and protocols. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Edits support and design documents for procedures and standards. Supports and enables others to use and benefit from existing data management systems. Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required. Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services. Reviews non-compliance issues within current compliance processes, systems, and procedures, and works with guidance to ensure solution of ad hoc problems. Helps others use and benefit from the existing knowledge management systems. Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers. Supports others by performing prescribed product development/engineering activities (e.g., analysing client situations, interpreting data, etc.) using existing procedures. Supports others by using strategic planning systems and protocols. Service & Platform Responsibilities Maintain high availability of trading services during core business hours Support front office trading applications and market data tools Ensure correct configuration and standardisation of desktop builds and environments Contribute to capacity planning, platform upgrades, and technology refresh activities Risk, Governance & Controls Adhere to all technology governance processes (e.g. change management, service introduction, solution design) Ensure compliance with risk and control frameworks (e.g. audit requirements) Maintain accurate documentation, support procedures, and knowledge articles Identify and raise operational risks and contr

Key Responsibilities

Job Description – Trading Floor Support (TFS) Engineer Role Purpose The Trading Floor Support (TFS) Engineer provides high-performance end-user support for Front Office Trading environments, ensuring maximum availability, stability, and resilience across critical trading services. The role acts as the first point of contact for trading floor technology, delivering rapid diagnosis and resolution of incidents impacting traders, sales, and support functions. The engineer plays a key role in maintaining low-latency, high-availability platforms, supporting both BAU operations and strategic change initiatives. The role will also include: Operational resilience and service stability ownership Participation in change, release, and migration activities Strong governance and risk awareness (e.g. audit, SOX, service onboarding, risk management) Proactive service improvement and automation Key Accountabilities Deliver 1st/2nd line support for all Trading Floor technology services with a strong focus on speed and user experience Act as the primary interface for Front Office users, providing high-quality, professional support to senior stakeholders Perform daily trading floor readiness checks to ensure services are fully operational ahead of market open Diagnose and resolve incidents across: Trader desktops and workstations (Windows 11) Market data platforms (e.g. Bloomberg, Refinitiv, Trading/broker applications) Dealer boards and voice trading systems Remote access Escalate and manage incidents effectively, working with application, infrastructure, and network teams Own end-to-end incident lifecycle, ensuring timely resolution and clear stakeholder communication Support moves, adds, and changes (MAC) across trading floor environments Contribute to problem management, identifying root causes and recurring issues Support major incident response, including coordination and communication Participate in on-call rota and out-of-hours support Monitors and analyses data as directed using budgeting systems and protocols. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Edits support and design documents for procedures and standards. Supports and enables others to use and benefit from existing data management systems. Develops personal capabilities using existing formal and informal training opportunities, while also coaching others as required. Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services. Reviews non-compliance issues within current compliance processes, systems, and procedures, and works with guidance to ensure solution of ad hoc problems. Helps others use and benefit from the existing knowledge management systems. Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers. Supports others by performing prescribed product development/engineering activities (e.g., analysing client situations, interpreting data, etc.) using existing procedures. Supports others by using strategic planning systems and protocols. Service & Platform Responsibilities Maintain high availability of trading services during core business hours Support front office trading applications and market data tools Ensure correct configuration and standardisation of desktop builds and environments Contribute to capacity planning, platform upgrades, and technology refresh activities Risk, Governance & Controls Adhere to all technology governance processes (e.g. change management, service introduction, solution design) Ensure compliance with risk and control frameworks (e.g. audit requirements) Maintain accurate documentation, support procedures, and knowledge articles Identify and raise operational risks and contr

Skill Requirements

Other Requirements