Director​/Senior Application Support w​/Capital Market and Trading Floor exp

Director// Senior Application Support With Capital Market And Trading Floor Experience

Location:

Hybrid in Wilmington, DE 19808 (Local only)

We are seeking a hands-on and highly motivated Production Services Analyst to join our Capital Markets QTS Application Support team, delivering high-touch, front-office production support for the Aiden AI trading platform and related Securitization and Client Digital systems.

Candidates must have recent experience supporting trade floor applications (Aiden is a plus but not required). The candidate will provide real-time production support for the Aiden AI trading platform and associated securitization analytics and trading systems, ensuring seamless operation for front-office users and manage end-to-end incident, problem, and change management processes using ITIL best practices. They will lead root cause investigations, identify trends, and recommend solutions to improve system stability and reduce recurring issues as well as collaborate with traders, quants, and technology partners to proactively resolve issues and enhance application performance.

Technical requirements include:

• Linux and Windows administration
• SQL (complex queries, stored procedures, performance tuning)
• Scripting (Shell, Python, Perl, or similar)

Key responsibilities include:

• Providing real-time production support for the Aiden AI trading platform and associated securitization analytics and trading systems, ensuring seamless operation for front-office users.
• Managing end-to-end incident, problem, and change management processes using ITIL best practices.
• Leading root cause investigations, identifying trends, and recommending solutions to improve system stability and reduce recurring issues.
• Collaborating with traders, quants, and technology partners to proactively resolve issues and enhance application performance.
• Supporting systems running on Linux, Windows, and containerized environments, ensuring operational reliability across distributed architectures.
• Partnering with enterprise technology, CRM, and digital transformation teams to align production support practices with evolving AI, cloud, and automation frameworks.
• Contributing to initiatives that enhance monitoring, predictive analytics, and automated incident detection, improving operational efficiency and time-to-resolution.
• Implementing process improvements and automation to strengthen resilience and reduce manual intervention.
• Maintaining strong communication with global teams in Toronto, Delaware, and other Capital Markets hubs, ensuring consistent service delivery and knowledge sharing.
• Acting as a trusted liaison between business stakeholders and technical teams, providing clarity, accountability, and confidence during high-impact incidents.

What you bring must have:

• 5+ years of hands-on experience in front-office production support within Capital Markets or other trading environments.
• Strong technical expertise in:
• Linux and Windows administration
• SQL (complex queries, stored procedures, performance tuning)
• Scripting (Shell, Python, Perl, or similar)
• Database and infrastructure fundamentals
• Proven ability to manage major incidents, lead cross-team investigations, and drive issues to resolution
• Solid understanding of ITIL service management (Event, Incident, Problem, and Change)
• Proficiency with Control-M, Geneos, Service Now, and enterprise monitoring tools
• Excellent communication and composure when interacting with traders, senior stakeholders, and technology partners
• A data-driven mindset, comfortable using metrics and trend analysis to improve performance and reliability

Nice to have:

• Experience supporting or collaborating on AI-enabled or data analytics platforms such as Data Bricks or Aiden
• Familiarity with CRM and Client Digital…