Job Title: Support Manager

Internal Job Level: Associate

Type of Employment: Permanent

Location: London/Paris

Aquis maintains a presence in both the UK and EU (primarily Paris). Aquis operates a hybrid working environment with a mixture of office and working from home days. In London we currently operate a minimum of 3 days working in the office.

Salary: Discuss with hiring manager

Reports To: Head of Operations

Job Overview

The primary responsibilities of the Support Team Lead will be maintaining and running the Aquis and Aquis client exchange platforms.

You will be the first point of contact for operational support related to maintaining and running the Aquis and Aquis client exchange platforms. You will lead a small but dynamic team responsible for ensuring the smooth functioning of our services, particularly during market hours. Your role will blend hands-on technical support with leadership responsibilities, as well as exposure to equity and derivatives trading environments.

Aquis is a growing business and this list of exchanges which the Exchange Operations Team supports may grow in the future.

The operations team currently work a weekly shift rota covering the hours 07:00-18:00. There may also be some evening and weekend work.

Responsibilities and Duties

• Responsible, along with other operational team members, for the day-to-day running and maintenance of the Aquis platforms

• Leading and mentoring a 1st line support team, fostering a culture of technical excellence, accountability, and continuous improvement

• Providing first line support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating other calls to the appropriate person

• Maintain a high degree of customer service for all support queries

• Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation

• Maintain security reference data for the admissions/withdrawals/amends/edits of securities across all platforms

• Maintain and enhance knowledge base and documentation

• Work with other departments (Compliance, Surveillance, Infrastructure and Sales) to ensure appropriately monitored live operations of all platforms

• Raise and deploy changes to support the day to day running of multiple exchange platforms

• Compile outage reports for any production outages which occur on the operated platforms once the outage has been rectified

• Ensure processes are streamlined

• Ensure process maps are followed to reduce risk

• Work with teams internally to streamline and enhance operational tool functionality and capture requirements for future development

• Take part in release review meetings prior to upgrades

Experience

To be successful in this role, you will bring a strong technical foundation, relevant business understanding, and proven team leadership experience. You should be calm under pressure, collaborative, and eager to take ownership of problems.

Essential

• Degree level qualification and/or 5 years of experience

• Proficient with Microsoft Excel and other Microsoft Office products

• Prior experience in operation or technical support role

• Ability to troubleshoot across application, network, and infrastructure layers

• Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience

• Ability to troubleshoot across application, network, and infrastructure layers

• Experience with FIX Protocol

• Strong understanding to UK and EU equity & derivative markets including exchange work flows, order types and understanding of trade lifecycle

• Ability to write SQL queries and a strong understanding of relational databases

• Hands-on knowledge of Linux-based systems, with confidence in using command-line tools for troubleshooting

• Previous use of GIT version control or similar

• Team leadership experience

Desired

• Scripting experience e.g. bash/shell, python or similar

• Experience with Binary Protocols

• Dashboard creation in Grafana

• Previous experience with Atlassian product suite

• Basic networking concepts and troubleshooting – TCP/UDP, telnet, IP, Ports etc

Skills

• Effective communicator

• Attention to detail, numerate, self-motivated

• Excellent team player, able to work on own initiative

• Interest in financial markets and the requirements to operate effectively in a highly regulated environment

About Aquis Exchange

Aquis Exchange (“Aquis”) is Europe’s challenger exchange, creating better markets for a modern economy. Aquis has market-leading technology and innovative rules for trading, and offers primary listings and secondary trading of equities, along with global licensing of proprietary technology.

Aquis consists of four divisions:

Aquis Markets operates lit and dark order books, covering 16 European markets. For its lit books, Aquis uses a subscription pricing model which works by charging users according to the message traffic they generate, rather than a percentage of the value of each stock that they trade.

Aquis Technologies is the software and technology division of Aquis. It focuses on building better markets via the creation and licensing of cutting-edge, cost-effective exchange infrastructure technology and services, including matching engine and trade surveillance solutions.

Aquis Stock Exchange (“AQSE”) is a stock market providing primary and secondary markets for equity securities . It is authorised as a Recognised Investment Exchange, which allows it to operate a regulated listings venue. The AQSE Growth Market is divided into two segments ‘Access’ and ‘Apex'; the Access market focuses on earlier stage growth companies, while Apex is the intended market for larger, more established businesses.

Aquis Data generates revenue from the sale of data derived from Aquis Markets and Aquis Stock Exchange to non-Member market participants.

Aquis is authorised and regulated by the UK Financial Conduct Authority and France's Autorité de contrôle prudentiel et de résolution and L’Autorité des marchés financiers to operate Multilateral Trading Facility businesses in the UK & Switzerland markets and in EU27 markets, respectively.

Aquis is part of SIX: the provider and operator of stable and efficient infrastructure for the Swiss and Spanish financial centres. For more information, please go to www.aquis.eu.

Our Culture

At Aquis, we’re proud of our culture - one built on trust, collaboration, and accountability. We work fast, support one another, and share responsibility for both our successes and our lessons learned.

Our values guide how we work every day:

· Win as One – We collaborate, share knowledge, and celebrate collective success.

· Disrupt Positively – We challenge the status quo and look for smarter, better ways to do things.

· Find Joy – We take pride in our work and enjoy what we do, even when it’s challenging.

· Act with Honour – We do the right thing, with integrity and respect for others.

You’ll join a supportive, ambitious, and diverse team where ideas are encouraged and innovation is part of our DNA. We recruit talented people from all walks of life and empower them to make an impact. If our values resonate with you, Aquis could be the ideal place to grow your career.

The statements included in this job description are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

Equal opportunities at Aquis Exchange.

We are an equal-opportunities employer. All applicants will receive consideration for employment without regard to race, gender, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.