VP, Trade Floor Support

Santander • New York, NY

7d • $145,000 - $195,000

About The Position

The Vice President, Trade Floor Support Engineer builds relationships and serves as a trusted advisor for technology solutions supporting Front Office and Global Markets trading-floor users. The role provides high-availability support for business-critical trading environments, combining end-user and production application support with ongoing user guidance and training. It works closely with lines of business, traders, technology teams, application owners, vendors, and executive management in a fast-paced, market-sensitive environment where rapid service restoration and clear communication are critical.

The position supports trading applications and market-data platforms, Front Office workflows, trading-floor endpoints, infrastructure, hardware, software, and telecommunications. It manages incidents and changes through resolution, maintains records and operational documentation, coordinates with support groups and vendors, and contributes to service improvement, business continuity, and critical-service coverage.

A related bachelor's degree or equivalent demonstrated through work experience, training, military service, or education is required. At least nine years of experience with client (PC) technologies and support services is required. Trading Floor End User Technology support and production application support experience are preferred. Applicants must be legally authorized to work in the United States full-time without employer sponsorship to commence employment. The base pay range is $145,000 to $195,000 annually.

Requirements

• Bachelor's degree in a related field, or equivalent demonstrated through a combination of work experience, training, military service, or education.
• At least 9 years of experience with client (PC) technologies and support services.
• Expert-level Windows operating system support and troubleshooting skills.
• Strong interpersonal and communication skills, with the ability to work effectively with traders, business stakeholders, technology teams, and executive management.
• Hands-on experience with Active Directory and Group Policy; working knowledge of Microsoft 365/Exchange, Citrix/VDI, remote access, TCP/IP, and DNS.
• Experience supporting market-data platforms and integrations; Bloomberg experience is required.
• Experience supporting OMS/EMS or other Front Office trading workflows and working across application, infrastructure, network, operations, and vendor teams.
• Working knowledge of ITIL practices, including incident, problem, change, and configuration/CMDB management in an SLA-driven environment.
• Ability to provide scheduled after-hours, change-window, or on-call support when required by business-critical trading services.
• Legally authorized to work in the United States on a full-time basis without employer sponsorship to commence employment.

Nice To Haves

• At least 3 years of Trading Floor End User Technology support experience.
• At least 3 years of production application support experience.
• Experience with LSEG Workspace/Reuters, ICE, Fidessa, or comparable trading and market-data platforms.
• PowerShell, Python, or other scripting/automation experience.
• SCCM administration experience.
• CompTIA A+ certification.
• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Responsibilities

• Provide rapid technical and functional support for trading applications across asset classes, including Bloomberg, Market Axxess, ION, and Murex.
• Work with traders and Front Office teams to understand business needs, diagnose issues, and deliver timely support and practical technology solutions.
• Continuously monitor systems and proactively troubleshoot back-end issues, potential problem areas, and availability risks.
• Provide end-to-end trading-system support and configuration, resolving front-end and back-end issues and coordinating with application owners and development teams.
• Investigate trader-related incidents, manage them through resolution, and engage application owners, technology teams, and vendors to support problem management and rapid recovery.
• Track outstanding issues through resolution, maintaining ownership, communication, and follow-up with support groups.
• Partner with Front Office management on service-level agreements, capacity, performance, and business continuity planning.
• Assess planned application changes with application owners and development teams for potential effects on functionality or availability.
• Maintain accurate inventory, request, incident, purchasing, asset, and configuration records; keep support documentation, troubleshooting procedures, and operational runbooks current.
• Serve as a trusted technology advisor and primary contact for business and technology teams on Trade Floor technology matters.
• Install, maintain, and troubleshoot computers, thin clients, virtual machines, hardware, software, desktop IP telephony, and telecommunications equipment.
• Perform moves, adds, and changes for desktop and telephone hardware.
• Develop and implement custom technology-based solutions for the office and Trade Floor as needed.
• Provide regular written training and user guidance on software and technology issues; respond proactively to employee questions about systems, devices, software, and related technology.
• Understand evolving technology needs and identify opportunities to improve user experience and service delivery.
• Use IT management processes and tools, including ServiceNow and Change Control, to manage service delivery, coordinate resolution, and ensure vendor follow-up.
• Support market-data platforms and vendor integrations, including desktop components, Excel plug-ins, entitlements, connectivity, and related integrations.
• Support OMS/EMS and associated Front Office trading workflows, partnering with application support, operations, and vendors to resolve time-sensitive trade and workflow issues.
• Troubleshoot endpoint and infrastructure dependencies, including Active Directory, Group Policy, Microsoft 365/Exchange, Citrix/VDI, remote access, multi-monitor workstations, TCP/IP, DNS, and network connectivity.
• Perform onboarding, coordinate access provisioning, install and upgrade software, build workstations, deploy hardware, and complete desk moves and other moves/adds/changes while minimizing market-hours disruption.
• Apply ITIL-aligned incident, problem, change, and configuration-management practices; document recurring issues and contribute to knowledge articles and operational runbooks.
• Use scripting and automation, such as PowerShell and/or Python, where appropriate to improve diagnostics, repeatability, monitoring, and support efficiency.
• Participate in planned change validation, disaster-recovery and business-continuity exercises, and scheduled after-hours or on-call coverage when required.

Benefits

• The company describes its rewards package as fair and competitive, and says its benefits are designed to support employees, their families, and their well-being; specific benefits are not enumerated in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior