Product Support Front Office Support

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.

Liquidnet
Liquidnet is a leading technology-driven, agency execution specialist that intelligently connects the world’s investors to the world’s investments.

Role Overview:
Liquidnet Americas is looking for a mid-level ‘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 in 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 utilize a strong technical skillet (FIX, Linux, database (SQL, or Oracle), and network troubleshooting) and a positive ‘can do’ attitude.

Role Responsibilities:

• Provide daily application support and troubleshooting for clients and internal trade desks using proprietary tools, escalating issues to development teams as necessary.

• Address client customization requests within algorithmic trading systems and ATS platforms.

• Analyze and resolve issues related to order routing, trade flow, and post-trade processes.

• Manage team communication channels, queues, and mailboxes to ensure timely and prioritized action on requests.

• Adhere to incident and problem management procedures, analyzing trends and patterns.

• Assist in product testing and project-related tasks.

• Work within a shift Rota to provide support coverage for the Americas from 7 AM to 6 PM.

• Contribute to the 'follow the sun' support model by collaborating with global teams in APAC and EMEA for pre-market health checks.

• Conduct regional start-of-day health checks to ensure platform processes are operational and all members are connected.

• Occasionally work weekends for major upgrades or out-of-hours testing.

Experience / Competencies:
Essential:

• 3-5 years of experience working with FIX protocol in an electronic trading environment.

• Working knowledge of algorithmic workflows with the Equities markets, including US market specifics

• Proven experience working with common industry algorithms such as VWAP, TWAP, IS, POV etc

• Over 3 years of solid application support experience in a Linux environment.

• Strong understanding of US/Canadian equity market structure, mechanics, and electronic trading flows.

• Proven experience with MSSQL, Oracle, and Sybase databases, including strong skills writing queries.

• 2 or more years experienced in Windows Server environments.

• Familiarity with troubleshooting network issues, such as firewall and routing problems.

• Strong understanding of OMS/EMS workflows.

Desired

• Automation and scripting experience (PERL, Python, Powershell, Bash etc)

• Knowledge of DevOps principles and workflows, including collaboration with Development teams 

• Experience with automation tools (Ansible, Puppet etc) 

• Exposure to client/venue technical FIX onboarding.

• Experience supporting message-based architecture (Solace, Tibco, MQ etc)

• Experience with industry-standard monitoring tools (ITRS, Prometheus or similar) 

• Working knowledge of at least one buy-side or sell-side Order Management System.

• Understanding of common industry algorithms (VWAP, TWAP, IS, POV etc) 

• Familiarity with industry-standard monitoring tools (e.g., ITRS).

• ServiceNow, Control-M and Elastic (ELK stack) familiarity

• AWS or other cloud computing experience.

• Ideal for someone who thrives under pressure in a front-office support role, supporting business growth and enhancing support functions.

• Motivated self-starter with a strong sense of ownership.

• Analytical, disciplined problem-solver.

• Driven by customer satisfaction and support excellence.

• Strong organizational skills.

• Capable of communicating confidently with stakeholders at all levels, including technical teams, clients, traders, quants, and executives.

• Committed to adhering to Service Level Agreements (SLAs) and minimizing Mean Time to Resolve (MTTR).

• Team-oriented with a willingness to participate in new projects and assist other departments.

• Demonstrates core business values through day-to-day work ethic.

• Flexible regarding working hours.

$115,000-$120,000

#LNET #LI-Hybrid #LI-ASO

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. 

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