Head of Support / Support Manager

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist. Powered by technology that helps drive institutional alpha, our trading and liquidity network intelligently and securely connects the world’s investors with the world’s investments. We wanted to build a community where traders could connect, collaborate, and execute trades with confidence. We are committed to making trading more efficient, intelligent, and accessible. Liquidnet Europe is looking for a Head of Front Office Support – EMEA, to work within the EMEA Production team, becoming team lead for the Front Office Support team. This is currently a team of five who support 6 Equities traders in London, 4 Equities traders in Europe (Paris & Madrid), 4 Liquidnet Listed Derivatives traders in London, a derivatives brokerage desk in London, and 5 Equities relationship managers in London. The role requires an organised and motivated self-starter with an intuitively high-level of customer service, technical expertise to support an expanding business and experience running a similar-sized support operation within a bank, brokerage or trading platform. Located within the front office and facing-off directly to traders, quants, quant developers, the candidate must be comfortable translating business requests into the appropriate technical actions or changes, which will require a solid understanding of common equity algorithms and workflows. This will utilise a strong technical skillet (FIX, Linux, database (SQL, Sybase or Oracle), E/OMS, Cloud-based technologies, scripting and network troubleshooting) and a positive ‘can do’ attitude. Utilising proprietary tools, provide daily application support and troubleshooting for clients and internal trade desks, escalating to development teams appropriately Troubleshooting and analysis of order routing and trade flow and post-trade issues Managing team chats, queues and mailboxes to ensure requests are being actioned in a timely manner with appropriate prioritization Ensuring incident and problem management procedures are followed and performing analysis to determine trends and patterns Assist with product testing and project work Working within a shift rota to provide London support coverage from 7am – 6pm Contribute towards ‘follow the sun’ support model, working closely with global teams in APAC and US to ensure pre-market health checks are performed for each region Occasional weekend work will be required during major upgrades and out of hours testing Strong hands-on support experience of a trading platform within a financial institution Strong leadership and team management skills, with experience in leading cross-functional teams, preferably within the Front Office Solid application support experience within a Linux environment Good understanding of European Equity market structure, mechanics and flows Proven experience of MSSQL, Oracle and Sybase database environments, including complex query-writing Proven experience of supporting Windows Server environments Experience in troubleshooting network problems: i.e. firewall and routing problems Proven experience in managing cloud-based infrastructure and services, including AWS, Azure, or Google Cloud Platform. Strong understanding of DevOps principles and practices, including CI/CD pipelines, infrastructure as code (IaC), and automated testing Exposure to supporting message-based architecture Working knowledge of at least one buy-side or sell-side Order Management System Experience with industry-standard monitoring tools (ITRS or similar) Job Band & Level: Manager, 7 #LI-Hybrid #LI-MID Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. That\’s why we\’re building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord – our Employee Network – is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.