Application Support Engineer

The TP ICAP Group is a world leading provider of market infrastructure.

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.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

An exciting opportunity for a motivated candidate to join an experienced team charged with the implementation and support of Trading Systems supporting from a Level 2 Support perspective. This is a high profile business facing role that works with the core technologies that make TPICAP the leader in the electronic trading business. You will be joining a highly adaptable and self-motivated team of employees, implementing and supporting our Trading Applications. The rewards of your hard work, initiative and innovation will be internal and interdepartmental growth opportunities.

The candidate will be focused on day-to-day support and implementation of TP/ICAP trading systems, documentation and creation of new tools. The candidate will need to maintain and develop internal customer relationships. The candidate will take system design direction from senior engineers and senior development staff.

Role Responsibilities

• Monitors and oversees all trading application functionality and the performance of system environment.

• Acts as second level support that troubleshoots incidents and requests escalated by the business.

• Caters to installation requests coming from QA and Development groups that range from bug fixes, upgrades and enhancements of trading applications in accordance to established and documented baselines, policies and procedures.

• Builds up the trading application with all the required third party tools and application in staging and production environments.

• Writes scripts using Shell, Perl, Powershell and SQL to automate installation, monitoring and gathering of relevant data that serve as tools to check the health of the system.

• Creates documentation that describes application setup and procedure on how to accomplish a task (Runbooks for installation procedure, Remedies to Known Application Problems and Trouble Shooting Steps).

• Attends meetings and conference calls that discuss production issues, scheduled production change or upcoming projects.

• Manage and perform Changes through the Change lifecycle. Submits request and change control forms to document the change done in both Non Production and production environments. Follows up the status of each request until it is completed.

• Acts as senior analyst within the team that serves as an internal escalation of the junior team members and handles major projects. In effect serves as Deputy to the Regional Team Lead.

• Responsible for managing the ticket queues and delegates to team members where appropriate and ensure shift handovers are managed accurately.

• When on a shift that the Team Lead is Not on, undertake responsibility for the running of the team during this shift pattern. Manage the team’s shift schedule, approve of request and change in Servicenow, attend to the urgent requirement of management and business regulatory, and attends to the meeting that the team lead has required the deputy to attend.

Duties also include the use and management of the following technologies:

• Perl, Shell (csh/ksh) and Powershell scripting

• Troubleshooting

• Unix/Windows user skill set

• Change Control Process

• Ability to follow and give directions precisely

• Understanding and evidence of following the ITIL Framework support model for Change, Incident, Request and Problem management

Experience / Competences

Essential

• Strong analytical and problem solving skills as well as documentation skills, to include solid experience in deploying software and writing functional procedures

• Interpersonal Skills: ability to communicate effectively with stakeholders, peers, subordinates and customers

• Proven ability to work independently with minimal supervision

• Effective verbal and written communication skills

• Understanding of customer demand and technology innovation to meet client requirements

• Ability to work/interface with multiple Lines of Business and geographies

• Proven record of internal customer support

• Project management skills

• Knowledge of Financial services and instruments (or demonstrated desire to learn)

• Windows Server operating systems

• Unix / Linux – Preferably power user level

• SQL (T-SQL, SQL Server Management Services)

• Working knowledge of networking tools (e.g. ssh, sftp, traceroute)

• Shell Scripting (PowerShell, Bash, Perl)

• Strong grasp of change management process

• Strong grasp of ITIL based support process. Incident escalation etc

Desired

• Ideally the candidate would of previously held a position in a Team Lead or Deputy Team Lead capacity

• It would be an advantage if the candidate has spent some of their career working in the Financial / Banking Sector

• Automation tools (Ansible, TFS, Jenkins)

• Knowledge of HTML, Javascript and CSS preferred

• Some experience with SQL language and Databases a major plus

• While not required, experience with C, C++, or Java is a major plus.

• Working knowledge of Service Management tools (JIRA, ServiceNow)

• FIX

• SQL Server Reporting Services (SSRS)

• SQL Server administration (e.g. database management, tracing)

• IIS / web service technologies / encryption certification

• ITIL certification

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. 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.

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