Product Support Front Office Support

Job Description
Group Overview
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.
The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist.
About Liquidnet
Liquidnet is a technology-driven, global institutional investment network that intelligently connects the world's investors to the world's investments. Since our founding in 1999, our network has grown to include more than 1,000 institutional investors that collectively manage $33 trillion in equity and fixed income assets. Our network spans 46 markets across six continents and seamlessly connects institutional brokers, investment banks, exchanges, alternative trading venues, and a growing list of data and research providers. We built Liquidnet to make global capital markets more efficient, and continue to do so by adding additional participants, enabling trusted access to trading and investment opportunities, and delivering the actionable intelligence and insight that our customers need.
Role Overview
Liquidnet Americas is looking for a Front Office Support representative to provide top level service to our business and customer base.
The role requires an organized and motivated self-starter with an intuitively high-level of customer service, technical expertise to support an expanding business and experience running a similar-sized support operation within a bank, brokerage, or trading platform.
Located within the Front Office and facing-off directly to traders, sales reps, quants, quant developers, the candidate must be comfortable translating business requests into the appropriate technical actions or changes, which will require a solid understanding of common equity algorithms and workflows.
The successful candidate will thrive in a complex technical environment that is undergoing significant change and actively contribute to the supportability enhancements of the system using prior experience and ideas. This will utilise a strong technical skillet (FIX, Linux, database (SQL, or Oracle), and network troubleshooting) and a positive 'can do' attitude.
Role Responsibilities

• Utilizing proprietary tools, provide daily application support and troubleshooting for clients and internal trade desks, escalating to development teams appropriately
• Fulfilling client customization requests within algorithmic trading systems and ATS platform
• Troubleshooting and analysis of order routing and trade flow and post-trade issues
• Managing team chats, queues, and mailboxes to ensure requests are being actioned in a timely manner with appropriate prioritization
• Ensuring incident and problem management procedures are followed and performing analysis to determine trends and patterns
• Assist with product testing and project work
• Working within a shift rota to provide America's support coverage from 7am - 6pm
• Contribute towards 'follow the sun' support model, working closely with global teams in APAC and EMEA to ensure pre-market health checks are performed for each region
• Performing regional start of day health checks to ensure all processes are up and members are connected to the platform
• Occasional weekend work will be required during major upgrades and out of hours testing

Experience / Competences
Essential

• Excellent working knowledge of the FIX protocol
• Solid application support experience within a Linux environment
• Good understanding of US/Canadian Equity market structure, mechanics, and flows
• Proven experience of MSSQL, Oracle and Sybase database environments, including complex query-writing
• Proven experience of supporting Windows Server environments
• Experience in troubleshooting network problems: i.e., firewall and routing problems
• Understanding of OMS/EMS workflows

Desirable

• Automation and scripting experience

• Client / Venue technical FIX onboarding exposure
• Exposure to supporting message-based architecture
• Working knowledge of at least one buy-side or sell-side Order Management System
• Experience with industry-standard monitoring tools (ITRS or similar)

Person Specification

• The role will suit someone who relishes in the pressure of working in a front-Office Support environment, supporting an expanding business, and improving support functions
• Motivated self-starter who takes ownership of responsibilities for themselves.
• Deeply analytical and disciplined approach to problem-solving
• Must be motivated by customer satisfaction
• Excellent organizational skills
• Ability to confidently communicate at all stakeholder levels (technical, client, trader, quant, executive team, etc)
• Disciplined approach towards Service Level Agreement adherence and minimising
  Mean Time to Resolve (MTTR)
• Must be a team player with ability and interest in participating in new projects and helping other departments within the company
• Willing to embrace core business values demonstrated by day-to-day work ethic
• Must be flexible in relation to working hours

Salary Range: $135,000 - $155,00
#LI-Hybrid
Location
USA - 200 Vesey Street - New York, NY