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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