Application Support Manager

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