External Application Support Analyst

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.

The Group operates from more than 60 offices in 27 countries.  We are 5,300 people strong.  We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

The External Application Support Analyst provides 2nd‑line support for business‑critical external and third‑party applications supporting Front Office trading, Middle Office, Back Office, and Settlement platforms.

The role is responsible for maintaining production stability, incident ownership, and operational reliability in a 24 x 5.5 environment, while continuously improving monitoring, automation, and support practices. The analyst works closely with business stakeholders, internal technology teams, and external vendors to deliver a high‑quality, resilient service.

Key Responsibilities

- Provide 2nd‑line production support for critical applications, owning investigation, escalation, and recovery of incidents.
- Act as the primary escalation point from Level 1 (L1) support, validating impact, priority, and troubleshooting evidence before escalating to Level 3.
- Manage assigned incident/problem/change queues to ensure timely updates, accurate categorization, and high‑quality resolution/closure notes
- Communicate clearly during service disruptions and contribute to post‑incident reviews and corrective actions.
- Improve monitoring, observability, and alert quality to enable early issue detection and reduce noise.
- Identify and implement automation (e.g., scripting, Power Automate, AWS‑based tooling) to reduce manual effort and improve reliability.
- Apply data‑driven and AI‑assisted tools (e.g., dashboards, Copilot, Amazon Q) to enhance incident analysis, reporting, and follow‑up tracking.
- Maintain accurate runbooks, escalation procedures, and operational documentation.
- Follow change, release, and readiness processes to minimize operational risk.
- Identify and track operational risks and participate in Disaster Recovery planning, testing, and remediation.
- Support application upgrades, releases, and production deployments, including validation in lower environments.
- Regularly engage with business users to provide practical input that helps improve how technology and support work.
- Contribute to knowledge sharing, mentoring, and continuous improvement initiatives.

Experience / Competences

Essential

- Strong ownership mindset, with accountability for production environments and service outcomes.
- Calm, structured, and effective approach when operating under pressure.
- Strong analytical and problem-solving skills, with good attention to detail.
- Clear written and verbal communication skills.
- Proactive, improvement-focused approach with strong collaboration skills.
- Customer-focused mindset with a commitment to service quality.
- Ability to quickly learn new technologies and adapt to evolving production environments.
- Experience supporting production applications, ideally within a trading or financial services environment.
- Good understanding of the trade lifecycle and straight-through processing (STP).
- Experience working with ITSM processes and tools, such as ServiceNow, for incident, change, and problem management.
- Working knowledge of UNIX/Linux and/or Windows environments.
- Experience with database interrogation and data analysis.
- Experience with monitoring/observability tools and/or scripting and automation.
- Experience supporting production applications in an ITIL-aligned environment.
- Hands-on experience of incident management, service recovery, and operational readiness.
- Experience maintaining high-quality operational and support documentation.
- Experience working effectively with business stakeholders, technology teams, and third-party vendors.

Desired

- Experience supporting electronic trading, middle office, and/or settlement systems, including technologies such as MQ, TEO, LISA, SWIFT, DTCC, Trayport, Trading Technologies, or exchange technologies.
- Understanding of FIX protocol and market connectivity.
- Experience with cloud or hybrid environments, particularly AWS, including Disaster Recovery concepts.
- Experience participating in Disaster Recovery testing and production handovers.
- Experience with reporting and visualisation tools such as Power BI.
- Experience or exposure to AI-assisted productivity, automation, or operational tooling.
- Degree-level education or an equivalent combination of relevant education and professional experience.

Job Band & Level

- Professional / 4

#LI-Hybrid #LI-ASO

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
Philippines - Ecoprime Building - Taguig City