Application Support Manager – Enterprise Software

Job description

At CoreTRM, we are redefining the landscape of Commodity/Energy Trading and Risk Management (C/ETRM) with our modern, cloud-based software platform.

Headquartered in Singapore, we serve commodity and energy trading organisations around the globe, simplifying the full trade lifecycle from capture through operational logistics to financial settlement.

Our risk management features enable management to track profit and loss, positions and credit, monitor risk metrics, duties segregation, and ensure adherence to trading limits in real-time - making us a trusted partner in navigating the complexities of the trading world.

Our Work Culture:

We believe that our strength lies in our people.

Our multinational, diverse and dynamic team brings a wealth of perspectives and experiences, fostering an environment rich in innovation and collaboration.

We pride ourselves on a vibrant work culture that encourages continuous knowledge transfer, ensuring every team member, regardless of their role, can grow professionally and contribute to our shared success.

All successes, whether small or big are recognized and celebrated.

Join us and be part of a progressive company which creates meaningful impact for our clients worldwide.

Due to rapid expansion, we are now looking for an Application Support Manager.

This role oversees a team of application support analysts providing a high level of service support to our existing clients.

This role requires strong business knowledge, technical understanding of our E/CTRM platform, leadership skills, and the ability to collaborate with cross-functional teams including services, development and product control.

Key Responsibilities:

Team Leadership & Operations

• Lead and manage a team of local and overseas Application Support Analysts to provide a high level of service support to our existing clients.
  
  This includes, but not limited to:

i) ensuring that all support tickets and service requests are handled, escalated appropriately and resolved timely and effectively, in alignment to company internal standards and business SLAs obligations

ii) working with internal teams to provide new clients with a seamless and smooth transition from implementation to support

iii) ensuring high levels of clients' satisfaction through transparent communication and delivery of service quality

• Act as the main escalation point for all critical, complex, high impact and outstanding issues and ensure that relevant personnel or teams (eg: development) take appropriate and timely actions to handle and resolve these issues, in alignment to our business SLAs obligations and internal standards
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely to the relevant personnel or teams.
  
  Take main responsibility to ensure that all outstanding tickets are resolved timely and effectively, in alignment to our business SLA obligations and internal standards
• Work with management and internal teams to establish, refine, improve and enforce support processes, SOPs and incident response procedures that align with our internal standards and business SLAs obligations
• Drive and achieve continuous improvements in support quality, response time, issue resolution and end-user satisfaction
• Define roles, responsibilities, and performance expectations (goal setting) for the application support team.
  
  Conduct regular performance reviews and provide relevant knowledge transfer and training
• Involved in and contribute to audit, compliance, and regulatory reporting as needed

Application Coverage, Monitoring & Stability

• Ensure adequate support coverage that aligns to our business SLAs obligations, including planning and enforcing an after work hour phone support work roster
• Ensure application uptime, performance, and availability meet business SLAs obligations
• Implement proactive monitoring tools and processes to detect and prevent issues
• Collaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenance
• Work with Product and Development teams on bug fixes, release management, and new feature rollouts
• Regularly update internal and external stakeholders on incident status, planned outages, and application performance

Change Management & Release Support

• Ensure proper testing and documentation for production deployments
• Support end users during UAT, cutovers, and major upgrades

Others

• Assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requests
• Any other ad-hoc requests or duties

Required Skills & Qualifications:

A must

• Minimum 5 years of experience in application support, with at least 1 year in a leadership role supporting an enterprise application software

OR

• Minimum 5 years of experience in a risk management, analysis or operations role in an oil or commodity trading company (Experience in using an E/CTRM software is useful)

Good to have

• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)
• Technical knowledge of databases (SQL), integration layers, cloud platforms, APIs, and scripting for diagnostics or automation
• Familiarity with ITIL practices, especially incident and problem management
• Excellent communication, stakeholder management, and conflict resolution skills

Required Skill Profession

Other General