Support Manager
Support Manager - Trading Systems, Commodities, CTRM/ ETRM, Application Support
London £50,000 to £65,000 p.a.
1st Line, 2nd Line Support, Commodities, Gas, Power, Trading, Oil, Systems, CTRM, FST, ETRM, Support, Manager, Team Lead, OpenLink, Endur, Triple Point, Aligne, ZaiNet, Application Support
My client is the leading global provider of software to manage commodities and enterprise risk. The company provides innovative solutions to competitively address the complex commodities value chain: mining, buying, selling, trading, and procurement; enterprise risk management; scheduling and logistics; storage; processing; and settlement and accounting. My clients Commodity Management platform enables over 300 customers in 35+ countries to profitably manage exposure to energy and raw materials across industries, including energy, metals, minerals, agriculture, transportation, shipping, consumer products, discrete manufacturers, and big box retailers. Founded in 1993, the company employs over 700 staff in 16 offices and support centers around the globe.
My client is seeking a Support Manager (FST, Trading, IT) with experience in trading systems
The Duties for the Support Manager (ETRM, Trading, IT) are:
* Responsible for the day-to-day activities of the EMEA regional support team, especially client issue prioritisation and resource management.
* Liaise with customer personnel and internal development teams to troubleshoot software, hardware, or system configuration problems and identify and provide solutions.
* Effectively document client support issues and update call tracking software in a timely manner. Responsible for reporting key support metrics to Global Support Director.
* Talent Management including recruiting, team building, mentoring and performance management.
* Required to participate in on call 24/7 support for escalated client support production issues
The experience and qualifications needed for the Support Manager (ETRM, Trading, IT) are:
* 4-5 Years of previous experience in similar management or support analyst role at an enterprise software vendor (or end user of enterprise software) is STRONGLY preferred.
* Experience supporting ETRM (Endur, CXL, ZaiNet, Aligne) platforms is highly desirable.
* Solid business experience in the commodities/derivatives trading industry also preferred, but not required.
* Excellent written and verbal internal management and customer-facing communication skills.
* Ability to priorities and effectively manage client support call volume and assigned resources.
* Ability to supervise, manages, and mentors one of more support analysts.
* Oversee and assist in training support analysts on supported applications as well as technical aspects and building positive client relationships.
* Strong computer software troubleshooting/analytic skills.
* Strong initiative, organization, and excellent analysis/problem solving skills required.
* Work well in both a local and remote a team environment.
This is a fantastic opportunity to work for growing company running the support team for an award winning product. You will be given full training on all their products to make sure you have all the skills to succeed at the role. My client prides themselves on client satisfaction and so this is a very important role for them to fill. If this is an opportunity that sounds interesting then please contact Richard Westmacott at Harrington Starr
Support Manager - Trading Systems, Commodities, CTRM/ ETRM, FST
London £50,000 to £65,000 p.a.
1st Line, 2nd Line Support, Commodities, Gas, Power, Trading, Oil, Systems, CTRM, FST, ETRM, Support, Manager, Team Lead, OpenLink, Endur, Triple Point, Aligne, ZaiNet, Application Support
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