Service Reliability Support Manager

About Marex

Marex Group plc (NASDAQ: MRX) is a diversified global financial services platform providing essential liquidity, market access and infrastructure services to clients across energy, commodities and financial markets. The group provides comprehensive breadth and depth of coverage across four core services: clearing, agency and execution, market making, and hedging and investment solutions. It has a leading franchise in many major metals, energy and agricultural products, with access to 60 exchanges. The group provides access to the world’s major commodity markets, covering a broad range of clients that include some of the largest commodity producers, consumers and traders, banks, hedge funds and asset managers. With more than 40 offices worldwide, the group has over 3,000 employees across Europe, Asia and the Americas.

For more information visit https://www.marex.com/

Vacancy Number: VN3197

Department description

Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights and analytics.

The Technology Department delivers differentiation, scalability and security for the business. Technology provides digital tools, software services and infrastructure globally to all business groups. Software development and support teams work in agile ‘streams’ aligned to specific business areas. Our other teams work enterprise-wide to provide critical services including our global service desk, network and system infrastructure, IT operations, security, enterprise architecture and design.

The Support function provides technical support for all applications. The Application Support teams run a 24/5 global front door to keep us up and running, specialising in maintaining their business stream's applications.

The Service Operations team is Technology's central, cross-business function, providing enterprise ticket triage, batch monitoring and major incident command. It works in partnership with business-aligned Application Support teams and the Technology Centre of Excellence to embed observability engineering, telemetry, and automation - including AI-assisted triage and self-healing - across the estate.

Role Summary

The Service Reliability Lead owns Marex's central, cross-business Service Reliability function - the enterprise front door for ticket triage, batch monitoring, and major incident response. The role is accountable for both running this function to its existing standards and transforming it from a reactive, manual, ticket-driven model into an engineering-first Service Reliability capability, in which AI-assisted triage and automation absorb routine work and observability is owned as an engineering discipline connected to the Technology Centre of Excellence.

The role provides oversight of the existing team, ensuring all current responsibilities continue to be met, whilst planning and executing the transformation set out below and driving the wider observability agenda in partnership with the Centre of Excellence.

Responsibilities

Role specific:

• Lead and manage the Global Service Reliability team, ensuring all existing responsibilities, ticket catch & dispatch, batch monitoring & alerting, and reactive incident response continue to be met to agreed SLAs throughout the transformation.
• Collaborate with the Head of Support to right-size the team for a cost-effective service. Monitor resource utilisation and manage capacity across the team.
• Carry out annual appraisals with the Head of Support for members within the team.
• Ensure all systems are included in annual BCP testing with accompanying documentation produced and maintained.
• Ensure all systems and procedures are fully documented, including environment schematics and operational runbooks.

Transformation & engineering leadership:

• Own and execute the transformation roadmap from a reactive, ticket-driven L1 function to an engineering-first Service Reliability capability, translating organisational strategy into an actionable, incremental delivery plan.
• Reduce toil by identifying manual, repeatable activity - ticket triage, batch monitoring, escalation - for automation, and lead adoption of AI tools for event correlation and triage to improve accuracy and speed.
• Build and evolve automation and self-healing capability for known failure patterns, reducing reliance on manual intervention.
• Periodically review and analyse operational toil across supported applications and remediate in partnership with stakeholders, in line with the organisation's automation goals.

Observability & reliability engineering:

• Own observability as an engineering discipline, connected to and aligned with the Technology Centre of Excellence rather than operating apart from it.
• Guideline-of-business and Application Support teams in implementing, golden signals, and effective alerting to support operational excellence.
• Deliver against the observability roadmap by building scalable, reusable telemetry solutions across on-prem, public cloud and containerised environments.
• Understand the functional scope of Critical Business Services (e.g. Payments, Trade Processing) and translate this into end-to-end monitoring solutions.
• Maintain strong knowledge of observability platforms and vendor offerings and stay current with AI/ML-driven insights, anomaly detection, and emerging practices, assessing their applicability to Marex.

Incident command & stakeholder management:

• Closely monitor relevant Jira queues and ensure tickets are updated within agreed SLAs.
• Serve as the key connection point between line-of-business Application Support teams and the Technology Centre of Excellence / central infrastructure functions, gathering tooling feedback, surfacing systemic issues, and influencing platform enhancements.
• Work closely with developers, infrastructure teams, the Technology Centre of Excellence, and other stakeholders to ensure the smooth integration of new applications, upgrades, and monitoring/automation solutions into the production environment.
• Act as liaison between Technology and Compliance/Legal group to ensure all relevant technology and monitoring requirements are met.

All staff:

• Ensuring compliance with the company’s regulatory requirements under the FCA, NFA, AMF, AFM, MAS.
• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values.
• At all times complying with the FCA’s Code of Conduct
• To ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility
• To report any breaches of policy to Compliance and/ or your supervisor as required
• To escalate risk events immediately
• To provide input to risk management processes, as required.

Competencies, Skills, Experience & Qualifications:

Skills and Experience:

Essential:

• Experience leading a Service Reliability, NOC, or Application Support team within a regulated financial services environment, including experience redesigning a reactive, manual function into an engineering-led operating model.
• Hands-on experience with observability tools and stacks such as Grafana, Prometheus, Open Telemetry, ELK, Splunk, or similar platforms.
• Deep understanding of SLIs, SLOs, error budgets, and telemetry best practices in high-availability environments.
• Excellent understanding of the process and workflow from Development, UAT, and deployment to Production.
• Familiarity with AI/ML-driven triage, event correlation, anomaly detection, and alert-tuning capabilities, and their practical application to reducing operational toil.
• Proven ability to troubleshoot integration issues and support observability across hybrid platforms (on-prem, cloud, containers).
• Proven ability to manage complex technical issues, prioritise tasks, and deliver results in a fast-paced, high-pressure environment.
• Excellent communication skills, with the ability to effectively interact with clients, developers, infrastructure teams, the Technology Centre of Excellence, and other stakeholders.

Desirable:

• Experience building dashboards and monitoring solutions aligned to business outcomes and incident workflows in critical flows such as Payments (ACH, Wires, Instant Payments) or Trade Processing.
• Experience with agile systems development methodologies.
• Experience in an enablement or platform team with a track record of scaling best practice across diverse business units.
• Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this.

Competencies:

• Proven ability to manage complex technical issues, prioritise tasks, and deliver results in a fast-paced, high-pressure environment.
• Ability to manage a team in an environment with changing expectations from the business, regulatory perspective, and ongoing technical transformation.
• Must be able to work under demanding conditions with a calm demeanour.
• A collaborative team player, approachable, self-efficient, and influences a positive work environment.
• Demonstrates curiosity and stays current with evolving observability and AI/ML capabilities.
• Resilient in a challenging, fast-paced environment.
• Excels at building relationships, networking, and influencing others across federated engineering teams and central infrastructure groups.
• Strategic collaborator with insight and agility, able to translate strategy into scalable engineering outcomes and anticipate future challenges, ensuring operational effectiveness.

Conduct Rules, You must:

• Act with integrity
• Act with due skill, care and diligence
• Be open and cooperative with the FCA, the PRA and other regulators
• Pay due regard to the interests of customers and treat them fairly
• Observe proper standard of market conduct
• Act to deliver good outcomes for retail customers

Company Values

Be collaborative - by working together across the organisation, we foster teamwork, can better respond to challenges and successfully deliver for our clients

Act with integrity - we pride ourselves on our honesty and high ethical standards. We apply these values when working with all our clients, colleagues and other stakeholders

Be adaptable and entrepreneurial - we embrace change as markets evolve to constantly increase our efficiency and create innovative solutions for our clients. We are interested in the world around us and inquisitive about understanding the challenges and opportunities our clients face.

Be respectful - how we treat each other, and our clients says everything about who we are. We always act respectfully and treat people fairly in everything we do.

Nurture talent - we aim to grow our own talent and make Marex the place ambitious, hardworking and talented people choose to build their career. This means giving and taking stretch opportunities, taking risks, and committing to career development and support - for ourselves, and our teams.

Marex is fully committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We value the differences that a diverse workforce brings to the company. We welcome applications from candidates returning to the workforce. Also, Marex is committed to avoiding circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

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