Responsibilities
Position Description
The successful candidate will be working within the IT Operations realm across all areas of the trading business (front, middle and back-office) to provide support for applications. This role offers a unique opportunity to be a part of a global and rapidly evolving IT department that is driving the company's cloud and digital transformation agenda. The ideal profile of this position calls for a flexible and well-rounded individual with relevant applications support and project management experience - someone who is self-motivated, detail oriented, collaborative, and has both strong customer relationship management skills and a problem-solving nature.

Key Role 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

Qualifications
Essential:

• Minimum 3 years of 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 11 environment.
• Knowledge of ITIL framework, certification an advantage.
• 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.

Desirable:

• Experience administering applications hosted in Microsoft Azure.
• Experience managing small projects/changes.
• 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: Endur ETRM, Trayport Joule, TradeSignal, WebICE, SunSystems/Q&A, Cubelogic, Bloomberg and Refinitiv Workspace.
• Knowledge of scripting and automation (PowerShell and/or Python).

Language:

• Fluency in English and Japanese (spoken and written) is Mandatory required.

Person Specification

• Strong academic background, educated to degree level and/or equivalent professional qualification or relevant business experience.
• Excellent communication and interpersonal skills.
• Highly proficient in both spoken and written English.
• Must be able to organise and articulate technical information clearly and concisely.
• Committed to continuous improvement.
• Sensitive to a variety of cultures.
• Highly motivated to deliver results and 'go the extra mile' to meet deadlines.
• Structured, systematic, and analytical in approach with a problem-solving mentality.
• Customer focussed, and goal orientated with keen attention to detail.
• Adept at working with challenging users in a fast-paced trading floor environment.
• Self-starter willing to take responsibility for problems and be pro-active in their resolution.
• Willingness to learn new systems and maintain industry knowledge.
• Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands. DevOps knowledge would be an advantage.