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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Ops Engineer - Trader Support - **Company:** Shell - **Location:** London, UK - **Salary:** £41,556.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Microsoft Windows, Active Directory, Artificial Intelligence, Algorithmic Trading, Data Analysis, Application Services, IT Management, Microsoft Office, Windows PowerShell, User Environment Management, Scripting, Vba Programming Language, Data Analytics, Servicenow - **Published:** September 27, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5899748916 ## About the Role * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Microservices architecture as a key element in building trading systems for global finance markets](https://www.wearedevelopers.com/videos/1196-microservices-architecture-as-a-key-element-in-building-trading-systems-for-global-finance-markets) - [JavaScript? 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