Application Support Analyst

Our client is a leading utility-backed seaborne energy trader specialising in LNG, coal and freight. It operates in one of the largest energy portfolios in the world which gives it an in-depth understanding of the way local, regional and international energy markets behave. These insights enable it to help its customers increase security of supply, optimise their portfolios and improve the risk management of their assets.

Headquartered in Singapore, it has a global talent pool of about 250 people across offices located in four strategic locations: Singapore, Japan (Tokyo), the UK (London) and the US (Baltimore).

Responsibilities:

• Provide day-to-day operational support for the application estate.
• Take ownership, and be a central point of contact, for any application related issues reported by users, ensuring professional and regular communication is provided.
• Diagnose and resolve complex system and/or data issues across a range of both internally developed and vendor supplied applications in support of the trading business.
• Follow-up on fixes for escalated issues.
• Define and implement team processes to handle all support activities including the provision of up-to-date documentation in Confluence.
• Effectively record and monitor progress of all incidents and service requests raised into Jira, providing timely feedback to the business and stakeholders as required.
• Maintain a comprehensive working knowledge of systems to troubleshoot a wide variety of application issues.
• Collaborate with relevant teams to plan, test, and deliver on-going enhancements.
• Support test and development related activities through environment management, orchestration, and automation.
• Operate within a change-controlled environment and ensure that deployments are conducted in accordance with relevant release procedures.
• Proactively monitor applications for availability, capacity, and performance.
• Participate in a wide variety of global projects, improvements, and control activities to enable growth in business footprint, innovation, and digital transformation.
• Share knowledge and expertise with others, coaching and mentoring peers as required.
• Occasional work outside of normal business hours may be required at times, for major incidents, planned releases/maintenance and in support of month-end closing.

Requirements:

• Relevant work experience delivering production support within a complex trading environment involving multiple applications, stakeholders, and third-party vendors.
• Experience diagnosing and remediating application issues in a Windows Server and Windows 10 environment.
• Knowledge of ITIL framework, certification an advantage.
• Knowledge of scripting and automation (PowerShell and/or Python).
• Technical proficiency with SQL (ideally with SQL Server and/or Azure SQL).
• Good understanding of the trade/deal lifecycle and related processes.
• Domain knowledge of energy physical and financial commodities and derivatives.
• Working knowledge of the Allegro ETRM/CTRM platform (preferably Allegro Horizon).
• Experience administering applications hosted in Microsoft Azure.
• Experience with market data management platforms (e.g., ZEMA or DataGenic).
• Experience managing small projects/changes.
• Experience with agile delivery methodologies (e.g., SCRUM or Kanban).
• Familiarity with the Atlassian product suite (e.g., Jira and Confluence etc).
• Experience with C#, Azure DevOps, Visual Studio and Crystal Reports.
• Experience with cloud-focussed logging and monitoring tools (preferably using Azure Monitor with Application Insights and Log Analytics).
• Experience with any of the following platforms/systems: Allegro Horizon ETRM, Trayport Global Vision/Joule, Updata, FXAll, WebICE, SunSystems/Q&A, Softmar, Veson IMOS, FEA (Allegro Analytics), Zema, Cubelogic, Bloomberg and Reuters.