Requirements
Requires 5+ years of experience in IT Support/IT Operations, with at least 2 years in a managerial role. Strong knowledge of ITSM/ITIL practices and hands-on experience with ITSM tools like Jira Service Management or ServiceNow are essential. Excellent leadership, communication, and stakeholder management skills are necessary, along with the ability to manage support teams in a high-availability environment.
Description
IC Markets Global is one of the most renowned Forex CFD provider, offering trading solutions for active day traders and scalpers as well as traders that are new to the forex market. IC Markets Global offers its clients cutting edge trading platforms, low latency connectivity and superior liquidity.IC Markets Global is revolutionizing online forex trading. Traders are now able to gain access to pricing previously only available to investment banks and high net worth individuals. Our management team have significant experience in the Forex, CFD and Equity markets in Asia, Europe and North America. It is this experience that has enabled us to select the best possible technology solutions and hand pick some of the best pricing providers available in the market.We are seeking an experienced Technical Support Manager to lead and continuously improve our Technical Support function in a 24/7, business-critical environment. The role is responsible for service stability, incident management, and operational excellence, acting as a key link between IT teams and the business.Responsibilities:Lead and manage the Technical Support team, ensuring high service quality and accountabilityOwn and operate ITSM processes: Incident, Problem, Change, and Service Request ManagementAct as the primary escalation point and lead major incident managementEnsure SLA compliance and timely resolution of critical issuesDrive continuous improvement through root cause analysis and process optimisationCollaborate closely with Infrastructure, Security, Engineering, and Platform teamsMaintain clear documentation, runbooks, and knowledge base articlesMonitor performance, report KPIs, and communicate service status to stakeholdersQualifications:5+ years experience in IT Support / IT Operations, with at least 2 years in a managerial roleStrong knowledge of ITSM / ITIL practicesExperience managing support teams in a high-availability or regulated environmentHands-on experience with ITSM tools (e.g. Jira Service Management, ServiceNow)Excellent leadership, communication, and stakeholder-management skillsAbility to remain calm and decisive during high-pressure incidents