End User Support Analyst- White glove -VIP (Support Associate III - Cloud Infrastructure Services)

In this role you deliver high-touch, one-to-one support for VIP traders, focusing on keeping trading workflows uninterrupted and rapidly restoring services. You operate at L2/L3 to resolve complex issues while maintaining a premium end-user experience and professional stakeholder engagement. You’ll join our London team to manage sensitive environments with discretion and proactive communication. The position offers meaningful impact by stabilizing trading tools and elevating user satisfaction.

• Provide high-touch one-to-one End User Support for VIP traders
• Manage L2/L3 incident resolution to minimize downtime and repeat issues
• Improve service stability while preserving premium user experience
• Perform incident triage focusing on performance, latency, access, and dependency issues
• Coordinate with application owners and stakeholders for timely updates and root-cause analysis
• Communicate technical details in business terms to non-technical users
• Support 13 VIP users with rapid response and status updates
• Contribute to preventive measures to reduce recurring incidents

• Proven experience supporting trading applications in time-critical environments
• Strong incident triage abilities and first-principles troubleshooting
• Concierge-style, calm, discreet, time-aware customer engagement
• Excellent written and verbal communication with ability to translate tech concepts to business impact
• Capability to support multiple VIP users with high service expectations

• communication discipline
• professionalism in sensitive environments
• calm under pressure
• Trading Application Support: experience with trading platforms, market data tools, and trade lifecycle tooling
• AV/VC Support: Teams, multi-monitor setups, cameras, mics, docking stations - root-cause troubleshooting
• Microsoft Endpoint Management: Intune compliance, policy, app deployment; Autopilot basics; device registration troubleshooting