Director// Senior Application Support w/ Capital Market and Trading Floor exp

We are seeking a hands-on and highly motivated Production Services Analyst to join our Capital Markets QTS Application Support team, delivering high-touch, front-office production support for the Aiden AI trading platform and related Securitization and Client Digital systems. **CANDIDATES MUST HAVE RECENT EXPERIENCE SUPPORTING TRADE FLOOR APPLICATIONS (AIDEN IS A PLUS BUT NOT REQUIRED). Candidate will provide real-time production support for the Aiden AI trading platform and associated securitization analytics and trading systems, ensuring seamless operation for front-office users and manage end-to-end incident, problem, and change management processes using ITIL best practices. They will lead root cause investigations, identify trends, and recommend solutions to improve system stability and reduce recurring issues as well as collaborate with traders, quants, and technology partners to proactively resolve issues and enhance application performance. Technical Requirements, We are seeking a hands-on and highly motivated Production Services Analyst to join our Capital Markets QTS Application Support team, delivering high-touch, front-office production support for the Aiden AI trading platform and related Securitization and Client Digital systems. This role sits at the intersection of technology, business, and innovation, providing stability for mission-critical trading and analytics platforms while helping modernize operations through AI, automation, and cloud transformation initiatives. You will serve as the primary escalation point for production issues, ensuring reliability, performance, and service excellence across complex global environments. The position is based in Wilmington, Delaware., * Provide real-time production support for the Aiden AI trading platform and associated securitization analytics and trading systems, ensuring seamless operation for front-office users.

• Manage end-to-end incident, problem, and change management processes using ITIL best practices.
• Lead root cause investigations, identify trends, and recommend solutions to improve system stability and reduce recurring issues.
• Collaborate with traders, quants, and technology partners to proactively resolve issues and enhance application performance.
• Support systems running on Linux, Windows, and containerized environments, ensuring operational reliability across distributed architectures.
• Partner with enterprise technology, CRM, and digital transformation teams to align production support practices with evolving AI, cloud, and automation frameworks.
• Contribute to initiatives that enhance monitoring, predictive analytics, and automated incident detection, improving operational efficiency and time-to-resolution.
• Implement process improvements and automation to strengthen resilience and reduce manual intervention.
• Maintain strong communication with global teams in Toronto, Delaware, and other Capital Markets hubs, ensuring consistent service delivery and knowledge sharing.
• Act as a trusted liaison between business stakeholders and technical teams, providing clarity, accountability, and confidence during high-impact incidents.

Years working with: Application Support Years working with: Linux and Windows administration Years working with: Control-M, Geneos, ServiceNow, and enterprise monitoring tools Years working with: Hands on Trading platform Support, **CANDIDATES MUST HAVE RECENT CAPITAL MARKETS/TRADE FLOOR EXPERIENCE AS WELL AS APPLICATION SUPPORT FOR TRADING PLATFORMS.

• Linux and Windows administration
• SQL (complex queries, stored procedures, performance tuning)
• Scripting (Shell, Python, Perl, or similar)

Database and infrastructure fundamentals

• Proven ability to manage major incidents, lead cross-team investigations, and drive issues to resolution
• Solid understanding of ITIL service management (Event, Incident, Problem, and Change)
• Proficiency with Control-M, Geneos, ServiceNow, and enterprise monitoring tools, * 5+ years of hands-on experience in front-office production support within Capital Markets or other trading environments
• Strong technical expertise in:
• Linux and Windows administration
• SQL (complex queries, stored procedures, performance tuning)
• Scripting (Shell, Python, Perl, or similar)

• Database and infrastructure fundamentals

• Proven ability to manage major incidents, lead cross-team investigations, and drive issues to resolution
• Solid understanding of ITIL service management (Event, Incident, Problem, and Change)
• Proficiency with Control-M, Geneos, ServiceNow, and enterprise monitoring tools
• Excellent communication and composure when interacting with traders, senior stakeholders, and technology partners
• A data-driven mindset, comfortable using metrics and trend analysis to improve performance and reliability Nice to Have
• Experience supporting or collaborating on AI-enabled or data analytics platforms such as DataBricks or Aiden
• Familiarity with CRM and Client Digital ecosystems such as Salesforce Financial Services Cloud (FSC)
• Exposure to cloud and DevOps environments (AWS, CI/CD pipelines, container orchestration)
• Knowledge of messaging and middleware technologies such as MQ, Solace, or RMDS
• Understanding of application performance optimization and workflow automation

Why Join

• Play a key role in supporting one of the firm’s most innovative AI and digital trading ecosystems
• Collaborate with front-office and technology leaders driving AI, automation, and cloud transformation across Capital Markets
• Work in a high-performance environment that values curiosity, ownership, and continuous learning
• Access to cutting-edge technology, mentorship, and a culture that rewards proactive problem-solving
• Competitive compensation, bonus eligibility, and comprehensive benefits