Production Engineer

TP ICAP Support Engineer

The individual will form part of a small team responsible for the support of global trading applications. The Support Engineer plays a critical role in maintaining the stability, performance, and operational reliability of a complex global trading platform. The role requires deep technical and functional expertise for resolution, escalated issues, supports global operational workflows across multiple regions, and ensures the platform runs consistently throughout daily trading cycles.

This position involves monitoring system health, analysing incidents, coordinating changes and releases. It requires strong troubleshooting skills, an understanding of electronic trading workflows, and the ability to collaborate effectively with a wide range of technical and business teams.

The Support Engineer ensures seamless daily operations, rapid incident response, accurate stakeholder communication, and proactive identification of risks or emerging issues. The role is both technically hands-on and operationally engaged, requiring a structured mindset, situational awareness, and the ability to operate confidently in a fast-moving, globally distributed environment. As the platform and operating model continue to mature, this role will increasingly contribute to a Site Reliability Engineering (SRE)-aligned support model, with greater emphasis on automation, observability, reliability metrics, and systemic reduction of operational toil. The successful candidate will help shape this evolution while continuing to ensure the stability of critical trading services.

This role provides a strong pathway toward future SRE responsibilities as the platform and operating model continue to evolve.

Role Responsibilities

• Investigate and resolve escalated production issues using structured troubleshooting, log analysis, and system behavior diagnostics.
• Monitor the health and performance of global trading applications, responding to alerts, incidents, and operational risks across regions.
• Support critical operational processes including Start of Day, End of Day, and environment readiness for global trading cycles.
• Maintain and continuously improve monitoring, dashboards, and alerting to enhance visibility, early detection, and operational decision-making.
• Participate in change and release activities, including deployment support, impact assessment, validation, and post-change review.
• Coordinate and support major incidents, ensuring clear triage, effective communication, and controlled recovery.
• Analyze recurring incidents and operational patterns to identify systemic issues and contribute to long-term reliability improvements.
• Contribute to the evolution of the support function toward an SRE-aligned operating model, with increased focus on resilience, automation, and production readiness.
• Identify opportunities to reduce manual operational effort through automation, tooling improvements, or process refinement.
• Participate in post-incident reviews, contributing to blameless root cause analysis and tracking preventative actions with engineering and platform teams.

Experience / Competences

Essential

• Educated to degree level or equivalent combination of education and experience.
• Solid understanding of AWS operational environments, including load balancers, regional failover behavior, instance lifecycles, and managed databases.
• Experience of supporting business critical front/mid office applications.
• Deep knowledge of market data flows, instrument definitions, pricing mechanisms, and session-based connectivity.
• Ability to interpret complex application logs and diagnose backend issues with accuracy and speed.

Operational & Analytical Essentials

• Strong root-cause analysis capability with the ability to evaluate symptoms, isolate faults, and determine remediation paths.
• Solid experience in incident management, major-incident coordination, and structured problem-solving.
• Demonstrated ability to work across regions, managing concurrent issues, escalations, and stakeholder communications.
• Clear understanding of change-management disciplines including risk assessment and deployment validation.
• Familiarity with observability tooling (e.g., Grafana, CloudWatch, ELK, Splunk), including metrics, logs, dashboards, and alerting used to assess system health and reliability.

Collaboration Essentials

• Proven ability to work across multidisciplinary teams (Business, Operations, Developers, DevOps).
• Strong customer-focus and ability to communicate complex technical issues in a business-friendly manner.
• Comfortable supporting global operations and adapting to multi-region workflows.

Reliability & Platform Engineering (Evolving)

• Demonstrated interest or experience in applying SRE principles such as reliability metrics, automation, and continuous improvement within a support or operations role.
• Experience contributing to improved mean time to detect (MTTD) and mean time to restore (MTTR) through better observability, tooling, or process.
• Understanding of the balance between feature delivery and operational stability in business-critical systems.

Desired

• Solid experience supporting trading platforms, financial exchanges, or real-time transactional systems.
• Reasonable exposure to FIX-based workflows, messaging pipelines, or market-connectivity architectures.
• Experience working within AWS-native or hybrid-cloud financial environments.
• Reasonable experience collaborating with front-office trading desks or broker support teams.
• Familiarity with CI/CD pipelines, DevOps practices, or automated deployment frameworks.
• Exposure to SRE concepts such as SLIs, SLOs, error budgets, or reliability metrics within a support or operations context.
• Experience improving platform resilience through automation, monitoring enhancements, or operational tooling.
• Familiarity with failure scenarios, recovery patterns, or high-availability strategies in distributed systems.

Role Band & Level

• Professional / 5

Salary

• $95,000 to $120,000 (Commensurate with experience)

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.

Location

USA - 200 Vesey Street - New York, NY