Head of Application Management

Head of Application Management & Support Role Overview The Head of Application Management & Support is responsible for leading the team that manages maintains and supports live client-facing trading systems operating in global financial markets. This role ensures operational resilience client satisfaction and continuous service quality while driving the implementation of structured processes aligned with ITIL and financial industry best practices. The position requires strong leadership accountability and the ability to coordinate cross-functional collaboration between Development, Quality Assurance and DevOps. The Head of Application Management & Support plays a critical role in ensuring client success, operational stability and product reliability while fostering a culture of efficiency, autonomy, team spirit and continuous improvement. Summary of Key Responsibilities Lead and develop the Application Management & Support team ensuring service excellence and operational reliability. Oversee incident management, problem resolution and SLA compliance. Ensure proactive monitoring, capacity planning and performance optimization of production environments. Collaborate with internal teams (Product, Development, Quality Assurance, DevOps) to ensure seamless operations and continuous service improvement. Promote accountability, autonomy and efficiency across all support and maintenance activities. Implement ITIL-based processes and best practices for service delivery and incident management. Maintain confidentiality, compliance and professionalism in all client-facing operations. Provide regular updates and report activities to management. Ensure support activities throughout the entire duration of client operations both within and outside Europe, through a rotation system if needed. Detailed Responsibilities Service Operations and Incident Management Lead the day-to-day management of live trading systems and client-facing environments ensuring availability, stability and performance. Maintain accurate and comprehensive incident documentation including timelines, impact analysis and corrective actions. Ensure strong operational monitoring, health checks and capacity planning to anticipate and prevent service disruptions. Manage release and deployment activities ensuring controlled transitions from development to client-facing environments. Collaborate with the Quality Assurance and DevOps teams to continuously improve system reliability and deployment quality. Build and maintain accurate maps of client-facing environments in terms of infrastructure, application configuration, deployed software versions. Quality, Accountability, Efficiency and Compliance Foster a culture of responsibility, autonomy and commitment within the Application Management & Support team. Ensure compliance with internal processes, SLA commitments and regulatory standards applicable to trading environments. Monitor key performance indicators (KPIs) such as uptime, incident response time, resolution quality and client satisfaction. Identify recurring incidents, perform root cause analyses and ensure preventive actions are implemented. Maintain confidentiality of client systems, trading data and infrastructure information. Promote continuous improvement of operational processes, tools and communication channels. Report regularly to management on operational performance, incident trends and improvement initiatives. Provide regular updates and report activities to management. Collaboration and Client Success Act as the primary escalation point for clients during major incidents or critical production events. Collaborate with Product Development, Quality Assurance and Client and Programme Management teams to ensure alignment between technology support and business priorities. Translate client feedback and operational insights into actionable improvements for system reliability and user experience. Proactively engage with clients to review service performance, gather feedback and ensure satisfaction with operational quality. Champion a culture of customer care ensuring that all support activities contribute directly to client success and product reliability. Leadership, Mentorship and Continuous Improvement Lead, mentor and develop team members to strengthen technical expertise, accountability and autonomy. Establish clear performance objectives, training plans and career development paths for the Application Management & Support team. Promote continuous learning in areas such as ITIL, trading systems and production management best practices. Collaborate with the CTO and other department heads to refine operational frameworks and enhance overall service governance. Profile & Qualifications BSC in Computer Science, Engineering or relevant field. 5 years of experience in Application Support, Production Management or Operations within a financial software or trading technology environment. Proven experience leading a support or application management team with measurable success in SLA adherence and client satisfaction. Strong understanding of trading system workflows, production monitoring and post‑trade operations. Familiarity with ITIL frameworks, incident management tools and ticketing systems (Jira). Knowledge of Linux systems, networking and basic scripting for troubleshooting and automation. Experience with monitoring tools (Prometheus, Splunk) and alerting mechanisms. Understanding of DevOps principles, release management and system integration best practices. Awareness of compliance, security and data protection standards relevant to financial environments. Demonstrated accountability, autonomy and commitment to service quality and deadlines. Fluency in English and Italian (spoken and written). Dedication to continuous learning and staying current with technologies and best practices in production management. We value the unique talents of all our people who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect. It does not prevent to add more tasks projects. Required Experience Director Key Skills Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics Employment Type Full-Time Experience years Vacancy 1 #J-18808-Ljbffr