Production Support Team Lead

TP ICAP Group is a world-leading provider of financial markets infrastructure and data. Founded in London in 1866, the Group operates from more than 60 offices in 27 countries and employs 5,200 people. TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker globally, the world’s leading provider of OTC data, and an award‑winning all‑to‑all trading platform.

As Production Support Team Lead, you will drive service excellence and operational agility for EMEA-wide Level 2 support. You will lead structural change within our team, set the tone for high performance, and serve as the local escalation point for critical production issues across cloud and on‑premised trading applications.

• Lead and manage EMEA‑based resources within the global Production function.
• Oversee installation requests from QA and Development teams, including bug fixes, upgrades, and enhancements of trading applications according to established baselines, policies, and procedures.
• Manage Incident, Problem, and Change Management activities.
• Monitor and administer trading application functionality and system performance.
• Act as escalation point for first‑line support, providing deep‑dive analysis and resolution for complex issues.
• Manage application stacks across non‑production and production environments, collaborating with EMEA and US support teams.
• Develop automation scripts using Shell, Perl, Power Shell, Python, or SQL for installation, monitoring, and health checks.
• Produce high‑quality documentation (runbooks, troubleshooting guides, installation procedures).
• Participate in meetings and calls discussing production issues, scheduled changes, and upcoming projects.
• Submit and track change control requests for non‑production and production environments.
• Lead major projects and incident calls, fostering collaboration and continuous improvement.
• Ensure workload management aligns with global standards, policies, and SLAs.

• Drive the team to achieve behavioural and performance objectives set by management.
• Monitor and report on team KPIs.
• Propose operational plans, including budgets, work allocations, and staffing forecasts.
• Promote effective collaboration with other teams and stakeholders for efficient operations.
• Develop learning roadmaps to support professional development and core skill enhancement.
• Partner with functional heads on recruitment and internal mobility opportunities.

• Proven experience managing Level 2 Production Support teams.
• Expertise in Windows Server operating systems.
• Advanced Unix/Linux skills (preferably power user level).
• Proficiency in SQL (T‑SQL, SQL Server Management Studio).
• Working knowledge of networking tools (ssh, sftp, trace route).
• Scripting skills in Power Shell, Bash, Perl.
• Demonstrated understanding of ITIL‑based support processes (Incident, Problem, Change Management).
• Proven experience with Monitoring/Observability tools.
• Familiarity with Automation tooling (Ansible, TFS, Jenkins) and a track record of driving efficiency through automation.
• Solid grasp of Change Management processes.
• Exposure to cloud‑based environments and hybrid architectures.
• Additional experience with SQL language and database optimization.
• Familiarity with CI/CD pipelines and Dev Ops practices.