IT Operations Analyst

At Mako, we believe in the power of collaboration to drive innovation in pursuit of our collective ambition; excellence in trading. Our diverse community is connected through a commitment to being the best we can be with the highest standards of integrity.

Join the Infrastructure team which is responsible for keeping a live trading floor running and steadily automating the work of doing so.

The IT Operations Analyst will work closely with traders, staff, and the wider Infrastructure team (including dedicated Windows, Unix, and Networks teams) to act as the face of technology on the trading floor, resolving issues directly while continuously identifying and eliminating repetitive manual tasks through automation and scripting.

What you’ll be involved in:

• Acting as the first point of contact for IT support (in person, phone, chat, ticketing), triaging quickly and prioritising anything affecting live trading or market-critical systems.
• Providing desktop support for Windows and Unix/Linux workstations, including setup, imaging, configuration, troubleshooting, and hardware.
• Supporting multi-monitor trading desk setups, peripherals, and dealer boards, as well as setting up, moving, and reconfiguring physical desks across the office.
• Providing first-line support for meeting rooms and video conferencing (Teams), escalating complex A/V issues as needed.
• Covering an early shift to support market open at least one week per month, as part of a team rota.
• Managing users in a Hybrid Active Directory environment (on-prem AD synced with Entra ID), including account provisioning, MFA, and group membership.
• Owning user onboarding and offboarding end-to-end: account creation, equipment preparation, access provisioning, and secure removal on exit.
• Administering core SaaS and collaboration tools: Atlassian (Jira / Confluence), Microsoft Teams, and Slack.
• Assisting with desktop-level software deployment, patching, and endpoint security.
• Owning issues through to resolution, logging, tracking, and seeing tickets through even when specialist teams are involved, while documenting resolutions to keep the knowledge base current.
• Hunting down repetitive, manual BAU work and eliminating it by scripting solutions (PowerShell, Bash, Python) that cut errors, reduce toil, and free the team for higher-value work.
• Using AI tooling—such as coding assistants and agentic workflows—to accelerate scripting, documentation, and diagnostics.
• Building self-service and ticket-deflection into how we operate by improving runbooks, automating provisioning, and creating smarter request workflows.
• Owning the automations you ship, maintaining them, documenting them, and handing them over properly.
• Contributing to IT projects, rollouts, and office moves, and proactively suggesting improvements to tooling, processes, and the user experience.
• Lifting and moving heavy equipment, such as desktops, monitors, and UPS units, as part of day-to-day support and office moves.

What success looks like:

• In your first 6 months: You're trusted on the floor during market hours, you own onboarding/offboarding end-to-end, and you've shipped your first automations — small is fine, shipped is what counts.
• By 12 months: At least one recurring ticket category has measurably shrunk because of something you built, the knowledge base reflects how things actually work, and the team's manual workload is visibly lighter than when you arrived.

What we need from you:

• A genuine automation-first instinct with examples of things you've successfully scripted away.
• Strong ownership skills to see problems through to resolution rather than handing them off.
• Solid technical grounding and sound judgement to truly understand the systems you support.
• A keen curiosity about AI tooling to work faster and tackle harder problems.
• Calm composure and clear communication under pressure, with strong customer-service instincts in a live trading environment.
• 1–4 years of professional experience in IT support, IT operations, or desktop support (junior to mid-level).
• Strong Windows desktop support experience (Windows 10/11).
• Hands-on experience with Unix/Linux workstations, and comfort at the command line.
• Strong scripting ability in PowerShell, Bash, or Python.
• Proven experience managing users in Active Directory and administering SaaS / collaboration tools.
• Confident troubleshooting skills across hardware, software, and networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Prior experience with IT ticketing / ITSM systems.
• Prior experience in financial services, proprietary trading, or a hedge fund advantageous but not a prerequisite.
• Hands-on experience with our stack: Atlassian (Jira, Confluence, JSM), Microsoft Teams, Slack, Hybrid AD / Entra ID advantageous.
• Relevant certifications (CompTIA A+/Network+, Microsoft, ITIL) advantageous.

Physical requirements:

• This is a hands-on, on-site role. You must be able to lift and move heavy equipment — desktops, monitors, UPS units, and similar — as part of day-to-day support and office moves.

We are Mako

At Mako, we are welcoming, inclusive and collaborative. We work fast and smart in a supportive and dress-down environment that allows colleagues to be themselves and achieve great things. We uphold the principles of a flat structure that offers unrivalled engagement with senior leadership and career development opportunities. We have a comprehensive benefits package, including:

• Flexible leave and hybrid working policies
• Private health and dental insurance
• Generous pension scheme
• Free access to the Mako gym
• Employee wellbeing guidance and support
• Opportunity to become involved in the rewarding work of the Mako Foundation

About Mako

Mako is a leading options market maker with a global trading footprint. It has been at the forefront of options market making since 1999, from the open outcry trading pits to screen trading and automated algorithmic execution strategies that are driving the future of the industry.

From offices in London, Dublin, Amsterdam, Singapore, Sydney, Brisbane and Chengdu, Mako offers the best-in-class liquidity solutions across Equities, Fixed Income, Commodities and FX derivatives markets and prides itself in its entrepreneurial, collaborative and philanthropic culture.

If you require any reasonable adjustments or assistance during the recruitment process, please email [email protected] and we will arrange this.

For further information on the Mako Group please refer to our website: www.mako.com.

Mako does not accept unsolicited CVs or candidate details from recruiters or search firms and will not pay any fees to such firms without a signed agreement