- Successfully manage major incidents and issues for tier 1 banks and FCMs, ensuring timely resolution and minimising impact on business operations.- Take charge of promptly escalating major issues to the Development and Engineering teams, facilitating efficient resolutions through collaboration and effective communication.- Ensure that Support Engineers are ready and available to handle calls promptly, maintaining effective communication within the team to ensure uninterrupted coverage throughout the day.- Monitor the ticket queue to ensure a fair distribution of workload among Support Engineers, ensuring everyone's workload is manageable.- Drive continuous improvement initiatives within the support and operations teams, proactively identifying opportunities to optimise processes, streamline workflows, and enhance the overall quality of customer service.

- Serve as a reliable point of contact for the TT platform's client base, including traders and administrators. Provide first and second-line support to address their needs effectively.- Conduct thorough troubleshooting of production and UAT issues across various areas, including trade execution, algos and autospreaders, FIX protocol, Excel RTD API, wholesale trading, and setup/onboarding processes.- Collaborate closely with cross-functional teams, such as Engineering, SRE, Customer Success, and Onboarding, to resolve complex issues and ensure smooth operation of the trading systems.- Take an active role in training and mentoring new team members, helping them navigate their roles and become proficient in their responsibilities.- Utilise advanced tools like Splunk and Kibana to analyse log files. Proactively identify and resolve potential issues to maintain system performance.- Demonstrate excellent incident management skills, effectively handling multiple incidents in a fast-paced environment. Keep clients informed throughout the incident life cycle, ensuring their satisfaction and confidence in the resolution process.

- Received and logged all client incidents in the internal call logging system, ensuring comprehensive documentation.- Analysed each call with a strong business acumen to accurately assess the nature of the incident and take appropriate action.- Handled calls promptly, either independently or by escalating to the relevant team for optimal resolution.- Continuously enhanced knowledge and skills to improve first-line resolution within the service desk.- Developed and nurtured strong working relationships with other departments to ensure seamless service delivery to clients.- Adhered to best practices and department procedures for effective client communication, incident progression, and thorough investigation.- Actively participated in team shift patterns, demonstrating flexibility by assisting with weekend work and out-of-hours escalation when necessary.