Production Support 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. Founded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 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

This is an exciting opportunity to join a team at the forefront of transformation. As a Production Support Team Lead, you will play a pivotal role in reshaping how Production aligns with our business lines – driving service excellence and operational agility. This is a unique chance to lead structural change within our EMEA team, set the tone for a high-performing team, and act as the local escalation point for critical production issues. The team provides Level 2 support for applications across TP ICAP, operating in a high-profile, business-facing capacity. This role engages directly with the core technologies that underpin TP ICAP’s position as a leader in electronic trading. We are seeking a candidate with proven experience leading a Level 2 support team. This is a hands‑on role requiring strong technical expertise and familiarity with supporting distributed applications across both cloud and on‑prem environments, ensuring you quickly become a trusted escalation point for local and global teams.

Key Responsibilities

Functional Responsibilities

• Lead and manage EMEA-based resources within the global Production function.
• Oversee installation requests from QA and Development teams, including bug fixes, upgrades, and enhancements of trading applications in line with established baselines, policies, and procedures.
• Manage Incident, Problem, and Change Management activities.
• Monitor and administer trading application functionality and system performance.
• Act as escalation point for first-line support, providing deep‑dive analysis and resolution for complex issues.
• Manage application stacks across non-production and production environments, collaborating with EMEA and US support teams.
• Develop automation scripts using Shell, Perl, PowerShell, Python, or SQL for installation, monitoring, and health checks.
• Produce high-quality documentation (runbooks, troubleshooting guides, installation procedures).
• Participate in meetings and calls discussing production issues, scheduled changes, and upcoming projects.
• Submit and track change control requests for non-production and production environments.
• Lead major projects and incident calls, fostering collaboration and continuous improvement.
• Ensure workload management aligns with global standards, policies, and SLAs.

Management Responsibilities

• Drive the team to achieve behavioural and performance objectives set by management.
• Monitor and report on team KPIs.
• Propose operational plans, including budgets, work allocations, and staffing forecasts.
• Promote effective collaboration with other teams and stakeholders for efficient operations.
• Develop learning roadmaps to support professional development and core skill enhancement.
• Partner with functional heads on recruitment and internal mobility opportunities.

Experience & Competencies

Essential

• Proven experience managing Level 2 Production Support teams.
• Expertise in Windows Server operating systems.
• Advanced Unix/Linux skills (preferably power user level).
• Proficiency in SQL (T-SQL, SQL Server Management Studio).
• Working knowledge of networking tools (e.g., ssh, sftp, traceroute).
• Scripting skills in PowerShell, Bash, Perl.
• Demonstrated understanding of ITIL-based support processes (Incident, Problem, Change Management).
• Proven experience with Monitoring/Observability tools.
• Familiarity with Automation tooling (e.g., Ansible, TFS, Jenkins) and a track record of driving efficiency through automation.
• Solid grasp of Change Management processes.

Desired

• Knowledge of HTML, JavaScript, CSS.
• Exposure to cloud-based environments and hybrid architectures.
• Additional experience with SQL language and database optimization.
• Familiarity with CI/CD pipelines and DevOps practices.

Band & Level

• Manager / 7

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

UK - 135 Bishopsgate - London

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