Key Responsibilities

• Provide end-to-end application support for a global user base, diagnosing and resolving application, system, and data issues while ensuring timely escalation and communication.
• Manage incidents and service requests through Jira, prioritising and tracking issues in line with agreed SLOs/SLAs.
• Investigate recurring issues, conduct root cause analysis, and work with relevant teams to implement permanent fixes and improve service reliability.
• Develop and maintain operational documentation, knowledge articles, and standard operating procedures in Confluence.
• Collaborate with business users, developers, and vendors on requirements gathering, testing, environment management, deployments, releases, and application enhancements.
• Monitor application availability, performance, and capacity to proactively identify and resolve potential issues.
• Contribute to global IT initiatives and digital transformation programmes, including application implementations, process improvements, automation, and technology adoption.
• Share technical knowledge and best practices, mentor colleagues, and promote continuous learning and collaboration.
• Provide out-of-hours support when required for major incidents, planned maintenance, production releases, and critical business activities such as month-end processing.

Qualifications Essential

• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent professional qualifications and relevant experience.
• At least 5 years of Application Support experience within a complex trading environment, supporting multiple applications, business stakeholders, and third-party vendors.
• Good understanding of the trade/deal lifecycle, physical and financial energy commodities, and experience with an ETRM/CTRM platform, preferably Allegro Horizon or Topaz.
• Strong analytical, problem-solving, communication, and interpersonal skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Experience diagnosing and resolving application issues across Windows Server and Windows desktop environments.
• Knowledge of ITIL practices, SQL, and scripting/automation using PowerShell and/or Python.
• Self-motivated and customer-focused, with strong ownership and the ability to work proactively in a fast-paced environment.

Desirable

• Experience with market data platforms such as ZEMA or DataGenic.
• Experience with Azure DevOps, Visual Studio, Crystal Reports, and managing small projects or application changes.
• Experience with enterprise trading and business platforms, including Allegro Horizon ETRM, Topaz, Trayport GlobalVision/Joule, FXAll, WebICE, Infor SunSystems/Q&A, Veson IMOS, FEA (Allegro Analytics), CubeLogic, Bloomberg, or Reuters.
• Experience administering applications hosted in Microsoft Azure, with familiarity with Azure Monitor, Application Insights, and Log Analytics.
• Experience with Agile methodologies, Atlassian products such as Jira and Confluence, and DevOps practices.
• Adaptable and eager to learn new technologies, with the ability to work effectively in a diverse, multicultural, and global environment.