Application Support Manager

3 days ago

Mumbai Metropolitan Region, India Trafigura Full time US$ 90,000 - US$ 1,20,000 per year

Main Purpose:
Main Purpose and Key Responsibilities:


• Manage the Energy, Power and Market Data L2 Support team globally.


• Work closely with the local team lead and the local technical team


• Bring solutions and help on both a technical and functional level


• Report to higher management in both IT and Business departments


• Providing second-line support for user issues


• Ensuring production systems are fully operational


• Responding to user queries promptly and providing advice on the use of the systems


• Escalating issues requiring developer/analyst input as appropriate within internal IT teams


• Managing to bring everyone from different teams into a call to drive for quick resolution


• Maintain system data such as quotes, holiday schedules, curves


• Identify and fully document processes used to resolve recurring issues


• Continuously improving the quality of the support team by reviewing processes, tickets and team deliveries.


• Participating in the hiring of new team members
Knowledge Skills and Abilities, Key Responsibilities:

Knowledge, Skills and Abilities
Essential
- Educated to degree level in a numerate subject

  • Must be able to speak fluently in English

  • Strong verbal and written communication, both with business users and internal IT teams

10+ years overall IT experience with 5 years experience as an Application Support Analyst in the Commodities Trading domain and environment

Candidates should be able to demonstrate the following
o Familiarity with standard support processes such as incident and issue management

o A basic understanding of Release Management

o Responsibility for taking full ownership of any issues reported by business users till complete resolution, even if it needs to be engaging different teams for resolution

o Exposure to problem-tracking systems

o Experience working in a high volume, time critical environment

o Ability to handle customers with different levels of technical and business knowledge

o Understanding of different functions within the business

o Familiarity with the whole trade cycle

o Management of new releases through UAT and into the production environment

o Documentation of issues and workarounds

o Process design and implementation

Technical knowledge in the following areas:
o SQL

o IT architecture

o Database structures

o XML

o Business Objects

o QlikView

Flexibility in working hours is crucial; some out-of-hours work will be required where needed to meet business needs.

Certification
: ITIL Certification Preferred

Duration
: Long Term

Key Relationships and Department Overview:

Key Relationships:

  • External:  Strategic outsourcing partners.
  • Internal:  Technical and Functional partners and stakeholders based in India, Moscow, Geneva, China, Uruguay etc

Reporting Structure

  • Reporting to the Application Support Manager

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