Main Purpose:
– Providing second line support for user issues
– Ensuring production systems are fully operational
– Responding to user queries in a timely manner 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 shortly into 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
Knowledge Skills and Abilities, Key Responsibilities:

Key Responsibilities

  • Covering Metal and Energy Support for the region
  • Working closely with local team lead and local technical team
  • Bringing solutions and help on both a technical and functional level
  • Reporting to higher management, in both IT and Business departments

Candidates should be able to demonstrate the following

  • 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 needs to be engaging different teams for resolution
  • Exposure to problem tracking systems
  • Experience of 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 full trade cycle
  • Management of new releases through UAT and into the production environment
  • Documentation of issues and workarounds
  • Process design and implementation

Technical knowledge in below areas:

  • SQL
  • IT architecture
  • Database structures
  • XML
  • Business Objects
  • QlikView

Essential Qualifications

  • 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
  • 6+ years overall IT experience with 3-4 year experience as Application Support Analyst in Commodities Trading domain and environment
  • Flexibility on working hours is essential; some out of hours work will be required where needed to meet the business needs.
  • Certification: ITIL Certification Preferred

Key Relationships and Department Overview:

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

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