Job Description

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions. As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle. We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.

Purpose of the role:

Pico is looking for a hands-on technical leader to run our Level 1 Operations team supporting Pico’s global low-latency trading network and flagship products and services. You’ll lead a team of sharp Level 1 technical support professionals who handle high-stakes, complex calls for Tier 1 banks, hedge funds, asset managers, and broker-dealers. This is not a typical support role — these are mission-critical environments where seconds matter. You’ll bring real autonomy, urgency, and technical depth to every situation while staying calm under pressure and communicating confidently with senior stakeholders on both the client and internal side.

If you’ve led technical support teams in fintech or come from a telecom/carrier background, have an understanding or networks, with script in Python exposure, and know your way around servers, this is the leadership opportunity you’ve been waiting for.

What You’ll Do

• Lead & Develop the Team - Directly manage, mentor, and grow a team of Level 1 engineers. Set performance standards, run 1:1s, deliver training, and build a high-performing group that delivers exceptional technical support every day.
• Own High-Pressure Incident Escalation - Act as the primary escalation point for all AMRS incidents. Lead client and internal calls, drive rapid resolution, clear communication, and seamless handoffs across APAC, EMEA, and AMRS in our global follow-the-sun model.
• Drive Circuit & Carrier Management - Oversee circuit lifecycle, vendor/carrier escalations, and outage resolution. Your telecom or carrier experience will be a huge advantage when negotiating with providers under pressure.
• Champion Automation & Operational Excellence Continuously - improve monitoring, alerting, and tooling. Collaborate on automation initiatives (Python, APIs, etc.) to eliminate repetitive work, reduce MTTR, cut alert noise, and scale the operation.
• Deliver World-Class Client Communication - Maintain flawless client relationships through clear, professional, updates and presentations. Own CRM accuracy, standardize incident notification frameworks, and ensure every stakeholder feels heard and informed.
• You’ll also contribute to runbooks, process improvements, SLA governance, and audit/compliance deliverables while shaping how we support our most demanding clients.

What You Bring

• Proven leadership experience managing or mentoring Level 1 technical support teams in 24/7 environments
• Strong networking knowledge (TCP/IP, routing, switching, BGP) — telecom/carrier background is highly valued
• Track record of running high-pressure incident bridges with senior client and internal stakeholders
• Excellent verbal and written communication + presentation skills — you don’t shy away from hard conversations
• Experience (or strong interest) in fintech/low-latency trading environments supporting Tier 1 banks, hedge funds, or broker-dealers
• Ability to thrive with autonomy while operating with urgency and ownership
• ITIL, CCNA/CCNP, or Linux certifications
• Hands-on experience with Salesforce, Orion, Device42, or NetBox

Preferred or Desirable

• Solid understanding of servers, operating systems (Linux preferred), and basic scripting/automation (Python or similar)
• Background in financial services or low-latency trading infrastructure

Why You’ll Love This Role at Pico

• Lead a critical function that directly impacts some of the world’s largest trading organizations
• High visibility and real autonomy — you’ll shape tooling, automation strategy, and operational standards
• Work in a fast-moving fintech environment where your ideas move quickly from concept to reality
• Global exposure and collaboration across regions with a true focus on work-life balance supported by our follow-the-sun model

Working Arrangements

This is a hybrid position with weekly time in the office with the flexibility of working from home Though travel may be required from time to time, it is not expected to be regular or frequent. The role holder will be expected to work whatever hours are necessary for the performance of this role (recognizing that it involves multiple jurisdictions/geographies including but not limited to EMEA, USA and APAC).

IMPORTANT DATA PRIVACY INFORMATION:

This position is available with Pico Services Inc. The controller of your personal data will be Pico Services Inc.

For further information on what personal data we collect, how we will process your personal data and your rights with respect to your personal data please read our Pico Job Candidate Privacy Notice, View Here

Full compensation packages are based on candidate experience and relevant certification.

Illinois Pay Range $100,000—$135,000 USD

Be a part of Pico Family

Pico is an equal opportunity employer. Pico does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at Pico are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.