We are seeking an Application Support Manager to lead Level 2 Support and Service Management for our critical meta-trading platforms spanning multiple asset classes including FX and CFDs.
The successful candidate will manage both onshore and nearshore support resources, improve operational processes, and act as a crucial bridge between infrastructure teams, application leads, and business stakeholders. This role is pivotal in ensuring the stability, performance, and evolution of our trading systems while guiding key technology transformation initiatives, including migration to public cloud environments.
Key Responsibilities
* Lead and manage L2 Application Support functions for meta trading systems across FX and CFD asset classes.
* Drive incident, problem, and service management, ensuring timely resolution and clear stakeholder communication for critical issues.
* Act as a point of escalation during critical trading platform incidents, coordinating with technology and business stakeholders.
* Manage both onshore and nearshore resources, defining responsibilities, coaching, and improving performance within the support function.
* Partner with infrastructure, application development, and business leads to deliver robust solutions and enable effective major incident management.
* Oversee and improve processes and documentation around monitoring, service reporting, and incident response.
* Contribute to, lead, and influence technology refresh and adoption initiatives, particularly in relation to system upgrades and public cloud migration (AWS).
* Ensure governance and effective usage of Jira for tracking, workflow management, and reporting across support activities.
* Play a key role in driving major programmes of work, ensuring support readiness and operational excellence for business-critical initiatives.
Required Skills and Experience
* Proven background in Application Support leadership within trading systems (FX, CFDs, or related markets).
* Deep experience managing Level 2 Support and Service Management processes in financial services.
* Strong technical knowledge of Linux Red Hat, Redis, MongoDB, and integration with trading platforms.
* Hands-on experience with cloud migration projects, particularly AWS.
* Track record of managing cross-regional teams (onshore and nearshore/offshore).
* Excellent stakeholder management skills, with confidence in engaging business users, senior leadership, and technical leads in high-pressure scenarios.
* Familiarity with ITSM practices, incident and problem management, and tools such as Jira.
* Clear understanding of regulatory and operational demands in financial institutions.
* Strong analytical and problem-solving skills with an ability to adapt and prioritise under pressure.
Desired Attributes
* Technical Range - Scripting: Python, Bash, IAC (Ansible or Terraform) Would be very helpful.
* CompSci or STEM Degree (passion for Tech)
* Adaptable and resourceful, with a drive to improve systems and processes.
* Demonstrates ownership, agency, and accountability in delivering outcomes.
* Highly motivated and "hungry to make a difference" in a mission-critical environment.
* Effective communicator, comfortable in both technical and business discussions.
* Passion for delivering resilient, scalable solutions that support trading success.
Benefits and Opportunities
* Competitive Base Salary, Bonus and Benefits Package
* Hybrid Working (2x Per Week in Office)
* Be a key leader in supporting and modernising enterprise-scale trading systems.
* Take ownership of critical service management and optimisation initiatives.
* Play a leading role in the firm's cloud adoption journey (AWS).
* Collaborate with leading specialists across infrastructure, applications, and business trading desks.
* Opportunity for career growth within a fast-paced financial technology environment.
Process
* 2 Stage Interview Process - Nice and Quick but Challenging