End User Support Analyst-White glove -VIP Support(Lead I - Cloud Infrastructure Services)

Overview

In this role you provide high-touch, VIP-end user support for trading applications from the London office. You will operate at L2/L3, focus on trader workflow continuity, rapid restoration, and professional stakeholder management, delivering a premium end-user experience. You’ll resolve complex issues, reduce repeats, and improve service stability while maintaining discretion and responsiveness for VIP users. This role offers meaningful impact by ensuring reliable access to critical trading tools in a fast-paced environment.

Responsibilities

• Provide one-to-one white-glove End User Support for VIP traders
• Operate at L2/L3 to resolve complex issues and improve service stability
• Conduct proactive incident triage focusing on performance, latency, access, and dependencies
• Communicate clearly with business stakeholders, translating technical details into impact
• Maintain rapid response and regular status updates to 13 VIP users
• Manage professional, discreet engagement in sensitive environments
• Collaborate with app owners to restore services quickly
• Reduce repeat incidents and improve trader workflow continuity

Key requirements

• Proven experience supporting trading applications (order/execution platforms, market data tools, trade lifecycle tooling) in time-critical settings
• Strong incident triage skills and first principles troubleshooting
• Concierge-style, proactive, calm, and discreet user engagement
• Ability to support 13 VIP users with extended service expectations and updates
• Strong communication skills translating tech detail into business impact
• Experience with AV/VC support and device management is a plus
• Experience with Microsoft Endpoint Management, Azure/Entra ID, and Office 365 suite preferred
• concierge-style engagement
• calm under pressure
• professionalism in sensitive environments
• Trading Application Support
• AV/VC Support (Teams, multi-monitor setups, cameras, mics)
• Microsoft Endpoint Management (Intune, Autopilot)

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