Application Support Manager

Main Purpose:

Trading IT is responsible for the front-to-back delivery of various applications that enable Trafigura’s trading across all its divisions.

Knowledge Skills and Abilities, Key Responsibilities:

• 6+ years overall IT experience with 3-4 years experience as an Application Support Analyst in the Commodities Trading domain and environment

• Educated to degree level in a numerate subject

• Familiarity with standard support processes such as incident and issue management

• A basic understanding of Release Management

• 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

• Exposure to problem-tracking systems

• Experience working in a high volume, time critical environment

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

• Understanding of different functions within the business

• Familiarity with the whole trade cycle

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

• Documentation of issues and workarounds

• Process design and implementation

• Fluently speaking in English

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

Technical knowledge in the following areas:

• SQL

• IT architecture

• Database structures

• XML

• Business Objects

• QlikView

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.

Key Relationships and Department Overview:

• External: Strategic outsourcing partners.

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