IT Operations Team Lead

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

Reporting to the Head of Operational Process Management, the IT Operations Team Lead - APAC will manage the ITOM team based in APAC which is responsible for the operational execution of the TP ICAP Incident, Problem and Change Management Policies, to ensure that TP ICAP remains fully accountable and in control of all incidents, change activity and known problems. Provide technical leadership as well as be the main technical, process and service quality escalation point for the IT Operations team in region.

Role Responsibilities

• Provision of management responsibility for IT Operations team based in APAC.
• Manage the team's performance in line with the department SLA and OLA's.
• Report on ITOM process performance, using metrics and KPI's and make recommendations for continuous improvement.
• Execution of our Change Management, Major Incident Management, Problem Management & IT Service Continuity Processes.
• Provide weekend resource support to cover Service Continuity, DR, Major Release and any other events.
• Provide accurate answers that can be understood by IT and Business users.
• Promote the documentation, maintenance, use of knowledge articles, to deliver a consistent service to our user base.
• Be aware of the IT organisations strategic aims, policies, processes and procedures so that the users receive consistent messages.

ITOM Management

• The IT Operations Team Lead is accountable for the management of the associated resources, work queues, practices and processes utilized by TP ICAP to actively:
  • Manage known problems and mitigate against problem reoccurrence in accordance with the TP ICAP Problem Management Policy.
  • Manage change to the business in accordance with the TP ICAP Change Management Policy.
  • Reduce the impact and duration of major incidents in accordance with the TP ICAP Incident Management Policy.
  • Provide Level 2 technical support for our ITSM tool – ServiceNow.
  • Manage testing and report on TPICAPs IT Disaster Recovery capabilities.
  • Manage project and event support for significant upgrade/release or patching work.

Additional Responsibilities

• Complete any mandatory training by the required deadlines
• Act with integrity and due skill, care and diligence in carrying out your duties
• Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws.
• Other duties as may be required

Special Job Requirements:

• Occasional Bank Holidays & Weekends (Operational cover required)

Experience / Competences

Essential

• Incident/Change/Problem Management team leadership experience within a complex global corporate environment, financial services experience preferred. Or significant experience in a similar role.
• Strong communication skills, experience managing relationships with senior stakeholders.
• Ability to influence others effectively to achieve the required outcome.
• Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc.
• Strong analytical and problem solving skills, preferably evidenced by previous similar experience in a similar role.
• Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support ITOM process activities.
• Professional Qualifications: ITIL v4 foundation, or equivalent ITSM qualification.
• General knowledge of Desktop, Networking, Server, Voice & Communications Infrastructure.
• Knowledge of common applications, infrastructure and hardware.
• Intermediate to advanced knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)

Desired

• Customer Service – Strives for high levels of customer satisfaction.  Going out of our way to be helpful and pleasant to our customers.
• Efficiency – Plans ahead, manages time efficiently, is punctual, is cost conscious and is constantly thinking of better ways to do things.
• Quality Of Work - Pays attention to detail, checks own work for accuracy and quality and takes personal responsibility for achieving quality standards. Sets goals and targets for self which improve upon previous performance and constantly strive to exceed existing quality and service standards.
• Teamwork - Works sensitively with others and shares openly information   and knowledge with the appropriate people at the right time. Encourages a co-operative team approach to handle workloads and overcome difficulties and maintains continuous dialogue with unit members as appropriate.

Band & Level

Manager / 6

#LI-MID #LI-Hybrid

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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