What are the responsibilities and job description for the Front Office Support Engineer position at tp?
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 listed derivatives and workflows. The successful candidate will act as the first point of contact for urgent queries, troubleshoot system and process issues, and collaborate with trading, sales, and technology teams to deliver timely solutions. The position requires strong knowledge of listed derivatives, exchange rules, and risk protocols. Role Responsibilities Provide daily application support and troubleshooting for traders and clients using proprietary tools, escalating issues to development teams as necessary. Respond to urgent queries from trading desks and clients, ensuring timely escalation and resolution. Analyze and resolve issues related to order routing and trade flow. Identify and resolve technical or operational issues in a complex environment with various trading platforms and architecture; liaise with technology teams for fixes. Provide functional and technical expertise and promote maintainable and quality solutions which includes documenting system requirements and documentation of support run book. Communicate with users regrading application outages and upcoming events like releases and projects. Respond to end users within the timeframe dictated by the severity of the problem, document and track. 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. Contribute to the 'follow the sun' support model by collaborating with global teams in APAC and EMEA. 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 At least 3 years hands-on support of relevant experience within a financial institution (buy-side, sell-side, venue/platform provider) Solid application support experience within a Linux environment Excellent working knowledge of the FIX protocol Excellent understanding of Futures & Options markets and listed derivatives workflows. Automation and scripting experience 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 Desired Working knowledge of industry- standard Order Management Systems such as TT, Fidessa 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) Proven experience in managing cloud-based infrastructure and services, including AWS, Azure, or Google Cloud Platform Hands-on experience with containerization technologies like Docker and orchestration platforms like Kubernetes 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) Familiarity with industry-standard monitoring tools (e.g., ITRS). ServiceNow, Control-M and Elastic (ELK stack) familiarity Experience with Site Reliability Engineering (SRE) practices, including monitoring, incident response, and post-mortem analysis Person Specification 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. Role Band & Level Professional, 4 Annual Salary Up to $130K (Commensurate with experience) #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. Location USA - 200 Vesey Street - New York, NY Connecting clients, communities and colleagues for sustainable growth TP ICAP connects people, platforms, ideas, and insight across the world’s financial, energy and commodities markets. As a global leader in market infrastructure and data-led solutions, we enhance market access, increase efficiencies, and unlock possibilities. Work with us Joining TP ICAP puts you at the heart of markets that matter. You’ll have the freedom to innovate and act on your initiative. We’ll train you and build your abilities in your specialist area, so that you can become an expert in your field. And all within a connected network that’s there to set you up for success. More about us TP ICAP Group is a collection of premium brands each with a distinct, client-focused offering. Underpinning and connecting these client-facing brands is the financial security, operational strength and know-how we have as a Group. Connections are at the heart of what we do. We combine our people’s know-how with the latest technology to improve price discovery, trade execution and liquidity flow. Connections create strength. Through them, we help our clients to manage risk, realise investment strategies and expand the scope for growth. And connections act as a catalyst. Sparking richer solutions for our clients to break new ground, modernising markets for future performance, and creating dynamic careers for our people. Our capacity to connect builds trust, supports communities and gives us the power to anticipate and respond to change, whatever direction the world takes. It’s what makes TP ICAP a mainstay in the global markets, now and in the future. TP ICAP. We connect.