Seeking a seasoned Support Team Lead to oversee and mentor a global team of engineers. This role ensures seamless trading operations while driving continuous improvement and system enhancements.
Key Responsibilities
* Lead and mentor a team of support engineers across multiple locations.
* Provide guidance, coaching, and performance management to ensure high-quality support and professional growth.
* Foster a culture of collaboration, accountability, and continuous improvement.
Operational Oversight
* Oversee ETRM support operations, ensuring SLAs are met and critical trading processes remain uninterrupted.
* Act as the primary escalation point for high-impact incidents and ensure root cause analysis and long-term remediation.
* Coordinate daily start-of-day/end-of-day checks and incident response planning.
* Manage shift schedules to ensure 24x7 support coverage when needed.
* Support all modules of the ETRM system and related upstream/downstream interfaces.
* Monitor application availability and proactively report issues.
Stakeholder Engagement
* Serve as the main liaison between business users (traders, schedulers, back-office) and IT teams.
* Build strong relationships with vendors and internal stakeholders to manage escalations, upgrades, and roadmap planning.
* Drive proactive communication with senior management regarding support KPIs and issue trends.
Strategic Responsibilities
* Identify and implement process improvements, automation opportunities, and system enhancements.
* Contribute to planning and testing for patches, upgrades, and configuration changes.
* Maintain system documentation and training materials for both internal teams and end users.
Requirements
* Bachelor's degree in Computer Science, Finance, or a related field.
* 6-8 years of IT experience, including 3+ years supporting ETRM systems.
* Solid understanding of commodity trading and the trading lifecycle (pricing, risk, logistics, settlement).
* Hands-on experience with trade capture, mark-to-market, and P&L processes.
* Proficient in SQL and basic scripting (Python or VBA).
* Familiarity with integration protocols, APIs, or data mapping is a plus.
* Exposure to other CTRM systems and ITIL/project management frameworks is a plus.
* Experience with application deployment, configuration, and testing.
* Fluent in English.
What We Offer
An attractive package and environment.