Head of Application Support

We are seeking a Head of Application Support to lead our FMX application support strategy, manage global teams, and ensure efficient case management and incident response. The role requires a strong background in financial services and electronic trading platforms, with a focus on FIX protocol and monitoring tools. 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 #LI-JM3