Application Support Manager

Job Description

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 Show more Show less