• Owns client support cases from intake through resolution in alignment with assigned scope, service level objectives, and defined procedures. • Conducts structured troubleshooting by gathering context, analyzing data, and validating hypotheses. • Independently resolves issues within their scope and promptly escalates those requiring additional expertise. • Ensures all escalations include complete documentation, a clear problem statement, and all relevant supporting data. • Provides timely updates to clients on active outage cases based on Tier 2 information, ensuring affected clients remain informed and that any critical impacts or concerns are promptly relayed back to Tier 2 for outage management. • Serves as a client-facing point of contact for assigned cases, maintaining professionalism, clarity, and responsiveness. • Expected to use most effective communication methods to resolve cases primarily through video calls and messaging within a case. • Provides accurate and proactive updates throughout the case lifecycle. • Explains technical concepts, actions taken, and outcomes in language appropriate to the audience. • Manages expectations regarding timelines, next steps, and resolution paths. • Applies knowledge of the Origami platform, configurations, data models, and integrations to diagnose issues. • Uses SQL or equivalent query tools to investigate and validate data-related issues. • Leverages scripting or markup languages (ie. JavaScript, XML) where applicable to support troubleshooting. • Maintains awareness of platform changes, releases, and relevant industry or regulatory considerations. • Identifies qualified vs. unqualified incidents (Origami platform error vs. customer-induced). • Provides clear problem statements, environment/version info, steps to reproduce, impact, and attachments. • Executes basic platform configuration such as user/role changes, simple form edits, and minor SQL adjustments. • Partners with Technical Account Management, and Client Success to resolve issues effectively. • Communicates client impact and urgency, cross-functional discussions and case transfers. • Supports high-impact or sensitive cases with sound judgment and composure. • Produces clear, accurate case documentation that supports efficient resolution and downstream work. • Contributes to internal knowledge resources, troubleshooting guides, and runbooks. • Identifies recurring issues, trends, or gaps and shares insights with Support Leadership and partner teams. • Participates in post-incident reviews and continuous improvement efforts. • Records hours worked in accordance with Origami's time entry policy.

• Provide daily financial support to the finance director and operational staffs of both organizations • Support preparation and delivery of the annual 5-year business plan • Support preparation and consolidation of cost center budgets and SAP labor rates • Deliver operational reports to support review and analysis of cost center spend, IPC spend, resource use, missing time, and composite rates • Support monthly closing, forecasting and reporting deliverables for both organizations. This includes preparation of journal entries, analyzing financial results, analysis of variances and business trends, preparing forecast submission, and delivery of senior management reports to support monthly review of financial performance. • Communicate any identified balance of year risk and opportunities to business plan and financial forecast • Support lead analyst in preparing consolidated capital budget files. • Administer actual capital spend including submission of asset e-order and capitalization request and annual physical verifications and quarterly impairment analysis • Partner with HR to ensure accuracy of employee cost center attributes • Directly support finance and operational leadership of both organizations with adhoc projects

• Troubleshooting technical issues associated with the use of products and services offered to our customers • Following up with clients to ensure the problem is resolved • Handle internal and external escalations via emails/calls • Interaction with customers across multiple mediums (calls, chats, emails, etc.) to quickly get to the root of their problem • Testing & analysis of all our active and upcoming products and services • Reporting bugs/issues with the products and services and lend a helping hand in the solution • Strategizing and implementing ideas to improve the customer experience, internal processes, operational metrics, and business profitability

Role Description This role is a senior Production Support position with a strong focus on applying Artificial Intelligence to improve operational efficiency, incident response, and root cause analysis within the Credit trading platform. The primary goal of the role is to understand existing production issues, investigation patterns, and support workflows, and to design and build AI-powered tools and solutions that reduce mean time to detection (MTTD), mean time to resolution (MTTR), and overall operational toil. The role sits at the intersection of production support, software engineering, and AI enablement, partnering closely with Development, QA, and Business teams to modernize how production issues are identified, analyzed, and resolved. Tradeweb Technology jobs are fully remote. The Tradeweb Technology hub is located in our Jersey City office which can be used for team meetings and collaboration efforts. There may be days where travel to the Jersey City office is recommended for organizational off-sites. Job Responsibilities - Analyze historical production incidents and ticket data to identify recurring patterns, investigation paths, and bottlenecks. - Design and build AI-assisted tools to: - Accelerate root cause identification - Summarize logs, alerts, and metrics - Suggest likely failure domains or components - Assist with incident triage and prioritization - Partner with Production Support engineers to embed AI into day-to-day workflows, not as standalone experiments. - Develop internal tools, scripts, or lightweight services that leverage AI models to improve support efficiency. - Apply AI coding assistants to rapidly prototype, iterate, and productionize operational tooling. - Document AI-driven workflows, playbooks, and best practices for use by the wider support organization. - Measure and track impact of AI adoption (reduction in MTTR, investigation time, manual effort). - Provide extremely high levels of availability and stability for production, demo, and test environments supporting Credit trading. - Perform deep dives into application logs, metrics, and codebases to understand system behavior and failure modes. - Support monitoring, alerting, and observability platforms (e.g., logs, dashboards, alerts). - Work with development team and AI teams, to partner in building out new AI related features in AI. Qualifications - Bachelor’s degree in Computer Science, Engineering, or equivalent experience. - 10+ years of overall IT experience, with significant experience in Production Support or Site Reliability roles or DevOps roles. - Strong hands-on experience supporting large-scale, highly available financial or trading systems with complex architecture, distributed systems and system troubleshooting. - Solid programming background with experience in one or more of: - C++ - Python - Node.js - Scripting languages (Shell, Bash, Perl) - Experience working with: - Logging and monitoring tools (e.g. Coralogix, Grafana) - Containers and orchestration (Docker, Portainer) - Messaging/streaming platforms (e.g., Kafka) - Databases (relational and non-relational) - Excellent communication skills and ability to work with technical and non-technical stakeholders. AI & Automation Skill Requirements - Hands-on experience using AI coding and assistant tools to build/enhance software solutions. - Practical experience applying AI to: - Code analysis - Log analysis - Automation - Workflow optimization - Building MCP servers & AI Agents - Familiarity with modern AI tooling ecosystems; preferred tools include: - OpenAI - Claude - Cursor - Ability to evaluate AI-generated outputs critically and apply them safely in production environments. - Experience building small internal tools, scripts or services that improve operational productivity. Preferred Qualifications - Understanding of source control systems (e.g., Git) and collaborative development workflows. - Familiarity with ticket management systems such as ServiceNow and Jira, especially for analyzing historical incidents. - Networking knowledge, including TCP/UDP, multicast, and packet analysis tools (e.g., Wireshark). - Experience operating in regulated or security-conscious environments. - Fixed income or bond trading domain knowledge. - Exposure to AI enablement, developer productivity, or platform engineering roles. Key Attributes for Success - Strong analytical mindset with the ability to identify patterns across complex systems. - Curiosity and willingness to challenge traditional support models using AI. - Structured, methodical approach to problem solving. - Delivery-focused and outcome-driven. - Collaborative team player with a proactive attitude. - Comfortable working flexible hours, including occasional evening or weekend support. Benefits - Health Insurance: Highly competitive medical, dental, and vision programs - Hybrid Environment: Our employees have the flexibility of working in the office and from home. - Health Care and Dependent Care Flexible Spending Accounts: You may elect to set aside pre-tax earnings to pay for eligible health care and dependent day care expenses for you and your eligible family members. - Maven Family Building Benefit: Maven offers support for fertility and preconception; pregnancy and post-partum; adoption; surrogacy and pediatrics for children up to age 10. Tradeweb provides a $10,000 lifetime reimbursement towards fertility, egg freezing, adoption and surrogacy expenses. - Building Wealth - 401(k) Savings Plan: Employees are immediately eligible for the 401(k) plan. Participants may contribute up to 75% of eligible compensation into a traditional 401(k) and/or Roth 401(k). Tradeweb will match 100% of the first 4% of compensation that you contribute. - Other Benefit Programs: - Pre-Tax Commuter Benefits Program - ARAG Legal Services - Employee Assistance Program - Tuition Reimbursement - Financial Wellness Tools - Travel Assistance Benefits - Pet Insurance - Corporate Gym Subsidies - Wellness Perks - Paid Time Off and Parental Leave