Application Support Team Lead (Market Data & Trading Environments)

The Application Support Team Lead is responsible for leading a global team of operations experts, managing the Redline market data and trading environments for a range of Pico clients. Redline products perform a mission critical function for Pico clients. When customers require Pico to manage environments as a service, it is critical that our operations teams perform this duty with the utmost professionalism, skill and with world class customer service., * Responsible for line management of a growing global team operating in Europe, The United States and Asia.

• Management of teams role in production support, ensuring appropriate global cover for operations.
• Management of team KPIs and performance metrics as it relates to response times, change management and customer support.
• Ownership of monitoring tools, processes and requirements for Redline products. Driving innovation and thought leadership on monitoring best practices.
• Ownership of teams role in incident management.
• Ownership of change management procedures for all customer environments.
• Being an escalation point for customers.
• Tracking and delivery of customer SLAs.
• Leadership role to take responsibility for improving team standards, improving best practices, bringing new ideas and an innovative mindset to continuously improve operations functions.
• Partnering with other Pico leaders as it relates to related functions (network team, engineering team, platform team, product management team, etc).
• Contribute as part of the Redline leadership team.
• Miscellaneous projects.

• Minimum of 5 years relevant experience in an operations role.
• Experience operating as part of a service management organization with ITIL Framework.
• Line management and team leadership experience.
• Financial industry knowledge and understanding of global exchange landscape.
• Ideal experience of managing market data tickerplant and order entry software, either in a software or data vendor organization or in a client organization.
• Strong technical skills (Linux, scripting, network knowledge, performance tuning).
• Strong teamwork and interpersonal skills.
• Excellent presentation skills.
• Player / manager profile.

Working Arrangements This is a Hybrid-based position in locations where Pico has a local office. Remote position may also be considered in location where Pico does not have a local office. Travel may be required from time to time, but it is not expected to be regular or frequent. The team operates a follow the sun model and role holder is expected to work standard local hours, Monday to Friday. As part of a rota, working during bank holidays and infrequent weekend tests will be required, and will be compensated by time in lieu.

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.