IT Ops Engineer - Trader Support

The Trader Support role exists to ensure traders and commercial stakeholders can transact effectively through reliable, secure and responsive technology service in a real-time, high-pressure environment.

The role provides dedicated in-person (‘on the floor’) business-proximate IT support to Traders and Front Office Commercial staff, workers with real-time impacts to the trading business. The team serves as a first point of contact for all Trading IT issues, of which includes standard desktop services and general triage for enterprise and application services for their designated locations and remote sites at times.

This role is expected to maintain operational effectiveness within a high-pressure and demanding environment, while performing trader supporting tasks. This role is an office-based role, 5 days a week, covering shift patterns, with working hours ranging from 7:00 AM - 3:15 PM (early shift) to 9:45 AM - 6:00 PM (late shift).

What you’ll be doing

• Provide effective Trading floor support to resolve immediate operation issues to minimise impact; 1st level troubleshooting; Windows OS, PC, network, Microsoft Office (M365 suite), Exchange and Active Directory, trading specific packages, external information services, online trading platforms, bespoke trading applications
• Establish and maintain good working relationship with stakeholders such as the Trading business users, IT Service Desk and partners, vendors, and IT management
• Collaborate with cross-functional teams to troubleshoot and implement new technologies and process improvements
• Ensure all required security, compliance and equipment demand processes and procedures are followed, while satisfying user requests
• Strong awareness of cybersecurity / information risk management practices and endpoint security requirements
• Facilitate and perform testing for deployment of software and hardware rollouts, as required
• Provide support for Business Continuity Planning (BCP) and annual business continuity and disaster recovery testing activities
• Apply technical acumen towards continuous improvements to processes and tools both inside the team and to support the business
• Support continual improvement, including through automation, analytics and AI-enabled support practices
• Follow procedures and security best practices regarding device preparation and hardware inventory management.
• Foster a culture of collaboration, accountability, and continuous learning.
• Involvement in change management and incident management
• Assist the senior members of the team where tasks are delegated

Dimensions

• Supports mission-critical trading systems with zero tolerance for downtime
• Works closely with the Senior team, global IT teams and business stakeholders
• Support the Trader UX programme to bring automation, enhanced communications and proactive intelligence to the team

Special Challenges

• Operating in a high-pressure trading environment with strict SLAs
• Balancing operational stability with innovation and continuous improvement

• Coordinating across multiple time zones and teams

• Support the wider team by taking on additional responsibilities as needed to meet business and operational objectives.
• Provide flexible support, including participation in shift rotations and out-of-hours coverage when required.

• Good experience of desktop or infrastructure support in an End-User environment
• Strong technical knowledge of industry standard PC technologies and the Trading user desktop environment
• Experience with incident management systems and processes (i.e. ServiceNow)
• Affinity with both technology and business processes
• Ability to deal with business and IT management at all levels
• Ability to prioritise in a demanding environment with multiple deliverables
• Self-starter, reliable and able to work with minimum supervision
• Strong knowledge of Windows OS, MS Office products (M365), Exchange, AD
• Awareness of market data services (i.e., Reuters, Bloomberg ICE, MarketView)
• Knowledge of development/scripting tools a plus (i.e., Excel, VBA, JS, Power Shell, MS Power Platforms)
• Support the evolution of Trader UX initiatives and service delivery capabilities, driving the transition from reactive support towards proactive and data-driven service practices.
• Adopt AI-powered capabilities, intelligent automation and digital workforce solutions to enable proactive, predictive and data-driven support services
• Knowledge of support, troubleshooting processes and ITIL certification a plus
• Excellent English language communication skills and customer-facing, interpersonal skills

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase - our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and international teams.
• Gain access to a wide range of training and development programmes.

Shell is working to advance an inclusive, psychologically safe and accessible environment where people with disabilities can excel. If you require any accommodations or accessibility adjustments (e.g. assistive technology, communication support, any other) during the application or interview process, please let us know directly via careers@shell.com . We strive to ensure that our process and workplace is accessible to everyone and are dedicated to making reasonable adjustments to support your needs.

Shell in The United Kingdom

Shell is a vital contributor to the UK, supporting energy security, jobs and economic value. We provide energy to fuel homes, hospitals, schools, vehicles, machinery and factories. Our history here dates back over 125 years. A UK-headquartered global energy leader, and leading FTSE multinational, we are active across the country’s energy system.

In the years ahead, as the UK looks to strengthen energy security and deliver its 2050 net-zero goal, Shell UK aims to play a crucial role. We aim to be a major investor in the UK energy system by helping our customers decarbonise with a focus on transport and industry.