Lead IT Support Analyst, Commodities Desk (Investment Bank) | Hong Kong, HK

About the Organisation

Our client is a leading international bank with a well-established presence across corporate and investment banking, capital markets, and structured finance.

Role Overview

This is a senior-level position sitting at the intersection of front-office trading operations and IT. The role is dedicated to the Commodities Desk, covering precious metals, gas, and power, and requires someone who can deliver expert technical support while building deep knowledge of the desk's specific systems, workflows, and priorities.

The right candidate will be equally comfortable diagnosing a platform failure mid-trading session and contributing to longer-term infrastructure improvements. Strong stakeholder management is essential: this role requires daily interaction with traders, desk managers, and cross-functional IT teams.

Key Responsibilities

Front Office Technical Support

• Act as the senior IT point of contact for the Commodities Desk, handling escalated and complex support issues across hardware, software, connectivity, and specialist trading applications.

• Troubleshoot time-critical problems across trading platforms, live market data feeds, order and risk management systems, and bespoke in-house tools used for precious metals, gas, and power trading.

• Manage incoming requests and incidents through the ticketing system and via direct desk-side engagement, applying sound prioritisation based on trading impact and urgency.

• Go beyond symptomatic fixes: investigate root causes of recurring issues and put in place permanent resolutions.

• Keep accurate records of all incidents, actions taken, and outcomes, contributing to a structured knowledge base for the team.

Trading Systems Knowledge

• Develop and continuously deepen expertise across the full range of technology platforms used by the Commodities Desk, including:

• Trading and execution platforms (e.g., Bloomberg, Refinitiv Eikon, specialist ETRM systems)

• Market data services and exchange-connected software (e.g., ICE, CME, LME, NYMEX, Platts)

• Real-time data feed infrastructure

• Order management and trade capture systems

• Risk management tools covering energy and metals

• Internally developed trading applications and workflows

• Build strong working relationships with traders and desk managers to stay ahead of evolving technology needs and pain points.

• Offer proactive guidance on system usage and flag risks before they become operational issues.

Infrastructure and Endpoint Management

• Set up, configure, and maintain trading workstations, laptops, and peripheral hardware to the standard required for front-office operations.

• Oversee the management of both standard productivity software and specialist financial applications used across the desk.

• Support network troubleshooting across LAN/WAN, VPN, and wireless environments.

• Contribute to rollouts of new hardware and software, including participation in user acceptance testing.

• Play an active role in patching and upgrade cycles, ensuring any downtime is carefully planned and minimised around trading hours.

Vendor Management

• Serve as the escalation point for third-party vendor issues relating to trading platforms, data feeds, and other specialised tools.

• Own vendor support cases end to end, tracking progress and holding providers accountable for timely resolution.

Monitoring and Service Improvement

• Proactively monitor the health and performance of critical trading systems, intervening before issues affect the desk.

• Contribute ideas and effort to improving support processes, tooling, and documentation over time.

• Spot opportunities to automate repetitive tasks and reduce manual effort within the support function.

Stakeholder Engagement and Team Development

• Collaborate across IT disciplines (Infrastructure, Development, Security, and others) to deliver cohesive, well-integrated solutions.

• Translate technical complexity into clear, accessible language for traders and business stakeholders.

• Mentor and support junior IT staff, sharing knowledge and helping to raise the overall capability of the team.

Requirements

• Degree in Computer Science, Information Technology, or a related discipline, or equivalent experience gained in a professional environment.

• A minimum of 7 years in IT support roles, with a meaningful portion spent supporting trading operations within a financial institution.

• Direct experience supporting front-office users on a Commodities Desk, with particular exposure to Precious Metals, Gas, and/or Power markets strongly preferred.

• Solid hands-on experience with trading platforms, market data terminals, and financial applications used in a live trading context.

• Working knowledge of major market data providers including Bloomberg, Refinitiv Eikon, and Tradeweb.

• Sharp troubleshooting skills with the ability to stay composed and methodical