Job description

Group Overview The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform. Founded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist. About RealQ RealQ brings together the respective legacies of Neptune Networks and Liquidnet Fixed Income, two platforms developed to address distinct aspects of credit market structure. RealQ has been established to combine these capabilities – bringing together standardised indicators of trading interest and electronic execution functionality – to support market participants in accessing information and interacting within credit markets. Role Overview Lead and evolve the production support function for a business-critical electronic trading platform, ensuring operational stability, service excellence, and continuous improvement while supporting business growth and client needs. Role Responsibilities Own the health of the RealQ production environment, with accountability for service stability, monitoring, operational resilience, production readiness and the safe implementation of change. Lead incident and problem management end to end, ensuring effective recovery, clear stakeholder communication, root-cause analysis, accurate action tracking and permanent resolution of recurring issues. Own and deliver the Production Support roadmap, prioritising improvements based on client impact, operational risk, recurring incidents and RealQ’s product and connectivity growth. Modernise Production Support through AI, automation and improved tooling, reducing manual activity, accelerating diagnosis and enabling more proactive identification of service issues. Build and lead an effective Production Support organisation, developing the required fixed-income, FIX, trading-platform and support capabilities and establishing clear ownership across Production Support, Engineering, Infrastructure and external service providers. Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g. cultural behaviours, security policies and regulatory requirements.) Complete all mandatory training promptly and within the required deadlines. Recruit, develop, coach and mentor disciplines within the teams. Ensure effective succession planning, talent & career management. Ensure continued employee engagement. Responsibility for, and oversight of, any people issues that arise within the function liaising with appropriate stakeholders such as Senior Management, HR and Legal to ensure effective resolution whilst minimising operational risk Define and provide oversight of the roles and responsibilities, within the function Ensure that policy and procedure documents are maintained and updated as and when appropriate, to reflect the way in which the teams operate Take ownership, where necessary, of any issues that may arise, in the day to day operating model of the function Ensure that any cross-training is defined, implemented and completed, so as to not have any “single points of failure” within the teams Experience / Competences Essential Degree or equivalent in statistics, maths, computer science preferred Demonstratable applied knowledge of supporting multiple significant business critical technology implementations in a production context Experience in a production management role within financial services, ideally for 5 years. Demonstrable experience of institutional fixed-income market structure and electronic credit trading workflows, including FIX/API connectivity, regulated venues, client and dealer integrations, and post-trade processes. Demonstrable experience leading incident and problem management, production readiness, observability and operational resilience for business-critical technology platforms, including through significant transformation and strategic change. Experienced leader, able to drive successful outcomes in an agile environment within financial services. Ability to own a Production Support roadmap, use incident and service data to set priorities across stakeholders, and deliver measurable improvements through AI, automation and modern support tooling. Ability to identify and negotiate appropriate budget to support delivery requirements. Experience managing small to medium teams and facilitating positive outcomes in a large financial services organisation. Capable of internalising and responding well to constructive challenging feedback. Capable of balancing multiple conflicting priorities and managing stakeholder expectations honestly and appropriately. Desired Personable and engaging. Effective communicator with an ability to adapt communication style to suit audience and context. Strong relationship building and networking skills. Demonstrates strong, objective customer focus. Proactive, tenacious individual with ability to resolve issues and work autonomously or part of a team in a variety of contexts. Creative and enthusiastic approach to new or existing challenges. Willingness to challenge status quo and bring about positive change. Job Band & Level Manager / 7 Salary $230,000 - $250,000 (commensurate with experience) #REALQ #LI-Hybrid #LI-MID Not The Perfect Fit? Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn t align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don t hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That s why we re building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location USA - 200 Vesey Street - New York, NY

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Must-haves

Group Overview
The TP ICAP Group is a world leading provider of market infrastructure.
Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.
Through our people and technology, we connect clients to superior liquidity and data solutions.
Role Responsibilities
Own the health of the RealQ production environment, with accountability for service stability, monitoring, operational resilience, production readiness and the safe implementation of change.
Lead incident and problem management end to end, ensuring effective recovery, clear stakeholder communication, root-cause analysis, accurate action tracking and permanent resolution of recurring issues.
Own and deliver the Production Support roadmap, prioritising improvements based on client impact, operational risk, recurring incidents and RealQ’s product and connectivity growth.
Modernise Production Support through AI, automation and improved tooling, reducing manual activity, accelerating diagnosis and enabling more proactive identification of service issues.
Complete all mandatory training promptly and within the required deadlines.
Recruit, develop, coach and mentor disciplines within the teams. Ensure effective succession planning, talent & career management. Ensure continued employee engagement.
Define and provide oversight of the roles and responsibilities, within the function
Ensure that policy and procedure documents are maintained and updated as and when appropriate, to reflect the way in which the teams operate
Take ownership, where necessary, of any issues that may arise, in the day to day operating model of the function
Ensure that any cross-training is defined, implemented and completed, so as to not have any “single points of failure” within the teams

Nice-to-haves

Degree or equivalent in statistics, maths, computer science preferred
Personable and engaging.
Effective communicator with an ability to adapt communication style to suit audience and context.
Strong relationship building and networking skills.
Demonstrates strong, objective customer focus.
Proactive, tenacious individual with ability to resolve issues and work autonomously or part of a team in a variety of contexts.
Creative and enthusiastic approach to new or existing challenges.
Willingness to challenge status quo and bring about positive change.
Job Band & Level

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Keywords to mirror

aiapiagile

Platform: workday
Effort: long

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