Job Description

The Head of Application Support will play a crucial role in defining and executing our application support vision for FMX. This involves overseeing first-line support operations, leading major incident responses, and driving operational excellence through automation and AI tooling. The successful candidate will have a proven track record in managing global support teams and a deep understanding of electronic trading workflows and FIX protocols.

Responsibilities

• Define and execute a comprehensive application support strategy for FMX, including team structure, tooling, and service quality targets.
• Design and implement an efficient case management workflow for external client incidents and requests, defining SLA tiers and escalation paths.
• Oversee first-line support operations, ensuring consistent client communication standards for incident triage, FIX connectivity, and trade lookups.
• Own support metrics and resource utilization reporting, using data to drive staffing decisions and brief senior management.
• Lead major incident response across FMX platforms, managing client communications and ensuring post-incident reviews with tracked actions.
• Chair stability reviews with executive stakeholders and represent the support function in cross-functional forums.
• Develop and enforce operational runbooks and SOPs, championing automation to reduce manual overhead.
• Directly manage a global team of ~10 staff, owning recruitment, onboarding, performance management, and development planning.
• Maintain hands-on knowledge of FMX platforms and contribute to complex issue resolution through log analysis and diagnostics.

Qualifications

• 8+ years of experience in application support or production operations in financial services, with 3+ years in a management role.
• Proven experience managing multi-region support teams covering client-facing and technical functions.
• Hands-on experience supporting electronic trading platforms, with FMX or BGC platform knowledge preferred.
• Ability to design support frameworks and operational protocols, with a transformation or from-scratch context.
• Comfortable presenting to executive stakeholders in IT and business functions.
• Strong working knowledge of FIX Protocol, connectivity, log analysis, and order routing.
• Proficiency in monitoring tools like Grafana, Splunk, and OpsBridge, as well as Unix/Linux and Windows operating systems.
• Experience with scripting languages (Python, Shell, Perl) for automation and support tooling.
• Understanding of networking concepts and TCP/IP, with skills in PCAP analysis and latency diagnostics.
• Working knowledge of SQL for log and data investigation, and experience with ITSM tooling (Jira, Confluence, Dynamics, Salesforce).

Compensation Expectations: $300,000 - $350,000 Total Comp

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