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Head of Support

– London, London, City of
Employment Type Full-Time
Minimum Experience Manager/Supervisor

Primary Responsibilities

  • Management and guidance of junior team members.
  • Reporting directly Managing Director
  • Monitoring and Support of the Cobalt product suite.
  • First and second line support of application, server and network stack.
  • Service desk management, including but not limited to:
    • First point of contact via phone, email or self-service help service desk.
    • Incident, problem and release management.
    • Escalation and communication with internal and external stakeholders.
    • Ensuring that SLA’s are met.
  • First point of escalation.
  • Mentor to junior staff.
  • Monitoring of Cobalt application suite.
  • Service desk management.
  • Issue/Change/Request management from conception to resolution.
  • Application support.
  • Identifying and rectifying problems.
  • Liaison between internal and external stakeholders.
  • Identify and report system bugs to product owners.
  • Identify and report system enhancements to product owners.
  • Assist clients during onboarding process.


  • Computer Science related degree preferred
  • At least 2 years’ experience in a similar role
  • Any other relevant professional qualifications would be advantageous

Essential Skills

  • Previous team lead / desk lead experience.
  • Knowledge of FX post trade processing
  • Knowledge of the FIX protocol
  • Experience using UNIX
  • Proficiency in written and spoken English
  • Excellent attention to detail and the ability to follow and give direction
  • Self-starter and motivated to succeed
  • Proven ability to be a team player, while retaining ability to work independently with little or no supervision
  • Excellent interpersonal, written and verbal communication skills
  • Aptitude for learning new software and IT applications
  • Client facing skills
  • Ability to apply a logical and analytical approach to work
  • Ability to manage time, prioritise tasks and work under tight deadlines
  • Excellent multi-tasking skills
  • Ability to think creatively
  • Lateral thinking to identify improvements in processes
  • Ability to effectively prioritise

Desired Skills

  • Previous experience of First Derivatives/KX/KDB+ based systems.


  • Competitive: Base & Discretionary bonus

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  • Location
    London, London, City of
  • Employment Type
  • Minimum Experience
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