Role Overview

The Trading Application Support team forms a critical part of the wider IT Production department. The team operates across London and Sydney and is responsible for providing application support for CMC Markets’ award-winning web-based trading platforms.

This role reports to the regional Trading Application Support Manager, who provides day-to-day management, support, and escalation guidance.

Incidents and tasks are generated through system monitoring alerts and tickets raised by internal CMC teams. You will work closely with colleagues across both London, Singapore and Sydney, following established support processes to ensure incidents are resolved efficiently and changes are implemented successfully.

The environment operates across a mixed technology estate (approximately 70% Windows Server and 30% Red Hat Linux). The London team primarily supports Red Hat-based trading applications, while the Sydney team focuses on Windows-based equivalents. The role also involves identifying and implementing improvements to processes, procedures, and automation to ensure a consistently high standard of service delivery.

This is a fast-paced, process-driven production support environment.

Key Responsibilities

• Operate within a “follow-the-sun” support model to ensure maximum availability and performance of trading applications across web, mobile, and API channels
• Provide 1st and 2nd line support for trading platforms
• Perform system monitoring using real-time monitoring tools including Nagios, Splunk, Grafana, Geneos, JIRA Service Management, and OpsRamp
• Deliver proactive and reactive support across both production and non-production environments
• Investigate and resolve support issues, recommend remedial actions, or escalate to development teams where required
• Liaise with external vendors and internal teams (Business Operations, DBA, Security, Infrastructure, and Development) to ensure timely resolution of incidents
• Review and enhance support processes and monitoring capabilities; maintain accurate and up-to-date operational documentation
• Follow established release and change management processes to execute deployments and system changes successfully
• Plan, coordinate, execute, and review maintenance tasks and deployments in collaboration with IT and Development teams
• Participate in Disaster Recovery (DR) and Business Continuity Planning (BCP) testing
• Participate in a weekly rotating shift pattern, including weekend on-call support (shared across the team)
• Maintain professional and technical development, including completion of all required regulatory and legislative training
• Deliver a clear, fair, consistent, and high-quality service to all internal stakeholders, maintaining a professional image of CMC Markets
• Ensure appropriate confidentiality and data protection standards are upheld
• Undertake additional duties or training as reasonably required in line with the level of responsibility of the role

Key Skills and Experience

Essential

• Self-motivated individual with a strong passion for IT and technology
• 3–5+ years’ experience in IT Support or Application Support
• 3–5+ years’ experience supporting the Microsoft Windows stack, including:
  • Windows Server OS
  • Microsoft SQL Server
• Experience in Incident Management and Root Cause Analysis (RCA)
• Strong troubleshooting capability across application, infrastructure, and integration layers
• Experience in performance monitoring within production environments
• Strong log analysis and issue correlation skills
• Hands-on experience with Splunk, including:
  • Log searching and analysis
  • Alert monitoring and investigation
  • Interpretation of application and system logs

Desirable

• Working knowledge of Red Hat Linux (or other Unix/Linux distributions), including basic scripting in a commercial environment
• Experience within the financial services industry
• Experience operating within an ITIL-aligned environment

Process & Operational Experience

• Strong understanding of ITIL principles
• Practical experience in:
  • Incident Management
  • Problem Management
  • Change Management
• Experience working within high-availability production environments
• Supporting high-priority and business-critical incidents
• Experience in regulated environments (financial services preferred)

Soft Skills

• Strong analytical and problem-solving abilities
• Ability to perform effectively under pressure in a fast-paced environment
• Clear and confident communication with both technical and non-technical stakeholders
• Strong documentation and knowledge-sharing practices
• Collaborative team player
• Proactive approach to continuous improvement

Ideal Candidate Profile

• 3–5+ years’ experience in Application or Production Support
• Experience supporting trading or financial applications (advantageous)
• Exposure to automation and scripting (e.g., PowerShell, Bash)
• Experience participating in out-of-hours support or on-call rotations