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Trading Application Support Team Lead

Chicago, IL | Technical
Job ID: 113386
Listed on 1/12/2022

KellyMitchell matches the best IT and business talent with premier organizations nationwide. Our clients, ranging from Fortune 500 corporations to rapidly growing high-tech companies, are exceptionally served by our 1500+ IT and business consultants. Our industry is growing rapidly, and now is a great time to launch your career with the KellyMitchell team.

Trading Application Support Team Lead 

Job Summary: 
Responsible for leading the day to day technical support and maintenance for several of the firm’s critical trading platforms. Ensures work items are routed to the appropriate subject matter experts of the supported systems, champions best practices, enforces approved internal processes, and assist the App Support Manager in executing against the strategy of the team while maintaining strong relationships with business partners. Manages team expectations, performance monitoring, and staff development for a team distributed across different offices in North America. 

Duties:

  • Ensure all applications supported by the team are maintained to the highest possible standards with maximum levels of attainable productivity and efficiency
  • Lead day-to-day operations for trading systems primary utilized out of the North American offices
  • Ensure seamless handoffs occur between app support team members with a follow-the-sun support model
  • Lead the team in change management meeting, configuration change requests, and production releases
  • Communicate all incidents / outages to stakeholders
  • Assist the team in problem analysis and resolution for complex incidents / outages, coordinate with impacted users and external vendors where necessary
  • Lead the team in escalations to the business / stakeholders / IT partners
  • Help the team achieve both their team and individual goals
  • Follows best practices for support of applications, including meeting SLAs, ensuring documentation is up to date, provide multi-channel availability, increase first contact resolution, set and meet KPIs
  • Maintain the team’s project backlog and hold team members accountable for their assigned action items
  • Conduct biweekly one-on-one meeting with all direct reports to provide continual feedback and track goal progression
  • Assist the team in documentation and creation of runbooks
  • Train new team members on the supported systems/processes along with dependent upstream and downstream interfaces
  • Seek automation opportunities at every turn and create a team culture of automating every manual process
  • Track and enforce SLAs required by the business
  • Lead the team in conducting post mortem incident/outage meeting as needed
  • Lead the team in producing RCA (Root Cause Analysis) after every outage / major incident in the production environment
  • Lead the team in collaborating with other supporting teams, Core IT, and stakeholders as needed
  • Assist in determining requirements for dashboards, monitoring, and alerting tools for all supported applications
  • Provide leadership and mentoring to team members or peers; ensure collaboration and alignment between IT and business teams
  • Anticipate opportunities and effectively articulate recommendations to the business and others within IT

Desired Skills/Experience:

  • 7+ yrs Experience with Linux and/or Windows environments
  • Strong knowledge of one or more scripting languages
  • 7+ yrs Experience in monitoring and handling alerts
  • 7+ yrs Experience in MS SQL and/or Oracle
  • 7+ yrs Experience in REST/SOAP API
  • 7+ yrs Experience in FIX/SWIFT Protocols
  • Calm under pressure - ability to maintain professional demeanor under stress
  • Knowledge working both independently and in a team oriented, collaborative environment is essential
  • High customer service mentality
  • Strong interest in process improvement
  • Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people
  • Strong interpersonal skills
  • Self-motivated and strong diagnostic skills
  • Ability to remain flexible during times of change and react to project adjustments and alterations promptly, efficiently and positively
  • Ability to manage time effectively and set priorities appropriately in a dynamic, time-sensitive environment
  • Must be able to learn, understand and apply new technologies
  • Work flexible hours, including weekends and evenings
  • Willingness to travel up to 15% of the time
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