External Application Support Analyst

Responsibilities

• Provide 2nd‑line production support for critical applications, owning investigation, escalation, and recovery of incidents.
• Act as the primary escalation point from Level 1 (L1) support, validating impact, priority, and troubleshooting evidence before escalating to Level 3.
• Manage assigned incident/problem/change queues to ensure timely updates, accurate categorization, and high‑quality resolution/closure notes
• Communicate clearly during service disruptions and contribute to post‑incident reviews and corrective actions.
• Improve monitoring, observability, and alert quality to enable early issue detection and reduce noise.
• Identify and implement automation (e.g., scripting, Power Automate, AWS‑based tooling) to reduce manual effort and improve reliability.
• Apply data‑driven and AI‑assisted tools (e.g., dashboards, Copilot, Amazon Q) to enhance incident analysis, reporting, and follow‑up tracking.
• Maintain accurate runbooks, escalation procedures, and operational documentation.
• Follow change, release, and readiness processes to minimize operational risk.
• Identify and track operational risks and participate in Disaster Recovery planning, testing, and remediation.
• Support application upgrades, releases, and production deployments, including validation in lower environments.
• Regularly engage with business users to provide practical input that helps improve how technology and support work.
• Contribute to knowledge sharing, mentoring, and continuous improvement initiatives.
• Skills & Competencies
• Strong ownership mindset for production environments and outcomes.
• Calm, structured, and effective approach when operating under pressure.
• Strong analytical and problem‑solving skills with attention to detail.
• Clear written and verbal communication skills.
• Proactive, improvement‑focused attitude and strong collaboration skills.
• Customer‑focused approach with a commitment to service quality.
• Strong ability to quickly learn new technologies and continuously develop skills to support evolving production environments.
• Technical Skills & Knowledge
• Experience supporting electronic trading, middle office, and settlement systems (e.g., MQ, TEO, LISA, exchange technologies, SWIFT, DTCC, Trayport, Trading Technologies).
• Strong understanding of the trade lifecycle and straight‑through processing (STP).
• Experience with ITSM tools such as ServiceNow for incident, change, and problem management.
• Working knowledge of UNIX/Linux and Windows environments.
• Experience with database interrogation and data analysis.
• Understanding of FIX protocol and market connectivity.
• Experience with monitoring/observability tools and automation or scripting.
• Working knowledge of cloud or hybrid environments, including AWS, and associated DR concepts.
• Experience using reporting and visualization tools such as Power BI.
• Experience or exposure to AI‑assisted productivity or operational tools.
• Knowledge & Experience
• Experience supporting production applications in an ITIL‑aligned environment.
• Hands‑on involvement in incident management, service recovery, and operational readiness.
• Experience participating in Disaster Recovery tests and production handovers.
• Proven ability to maintain high quality operational documentation.
• Experience working with business stakeholders, internal technology teams, and third‑party vendors.
• Degree-level education or equivalent combination of education and relevant experience.
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Benefits

Additional Information

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. Role Overview The External Application Support Analyst provides 2nd‑line support for business‑critical external and third‑party applications supporting Front Office trading, Middle Office, Back Office, and Settlement platforms. The role is responsible for maintaining production stability, incident ownership, and operational reliability in a 24 x 5.5 environment, while continuously improving monitoring, automation, and support practices. The analyst works closely with business stakeholders, internal technology teams, and external vendors to deliver a high‑quality, resilient service.

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