Description:
The Trade Floor Support Manager will be responsible for managing end-to-end technical support across trading systems, applications, and critical infrastructure. This individual will lead a team providing hands-on troubleshooting, ensure smooth workflows, and drive collaboration with global IT teams to maintain a stable and responsive trading environment.
Key Responsibilities:
Technical Operations -
- Provide immediate, proactive support for traders and departments, quickly resolving system issues to prevent trading disruptions.
- Oversee and maintain trading systems, hardware, and applications to ensure peak functionality.
- Manage support tickets from initiation to closure, ensuring timely and thorough issue resolution.
Team Leadership -
- Lead and mentor the local support team, fostering a culture of growth and continuous improvement.
- Coordinate with regional IT teams and external partners to optimize processes.
- Work closely with the London office to maintain consistent support standards across locations.
System Management -
- Monitor performance of trading floor systems and address potential issues proactively to sustain operational reliability.
- Ensure systems are consistently updated with patches, backups, and effective disaster recovery plans.
Cross-Departmental Communication -
- Serve as the primary IT liaison for trading operations, ensuring clear communication and quick escalation when necessary.
- Engage with the trading team to understand needs and provide tailored solutions.
- Prepare and present regular reports on system status and support metrics for leadership.
Project Involvement -
- Participate in technical projects aimed at enhancing the firm’s IT infrastructure and support processes.
Skills & Experience Required:
- Solid experience in IT support, particularly within trading floor environments.
- Strong technical troubleshooting and problem-solving capabilities.
- Proven leadership skills, with experience managing and developing teams.
- Deep understanding of trading systems, financial applications, and Microsoft server technologies (Active Directory, Exchange, SQL).
- Familiarity with ITIL practices; ITIL Foundation certification preferred.
- Knowledge of Microsoft 365, VMware, Citrix, SCCM, and data backup technologies.
- Excellent communication skills and a proactive approach to client support.