Application Support Manager – Trading IT



IT & Delivery


London


Permanent

The Application Support Manager has full accountability for support services (in London, St Petersburg and Singapore) for the Trading IT application portfolio, reporting in to the Head of Group Trading IT

About us

GAZPROM Germania GmbH is a subsidiary of the world’s largest natural gas producer, Gazprom. Since its establishment in 1990, GAZPROM Germania has developed into an internationally operating group of 44 companies in 15 countries in Europe and Asia. Its main business activities include the storage and trading of natural gas. It employs approximately 1,800 employees, around 200 of whom work at its Berlin headquarters. Together with its strategic partners, GAZPROM Germania Group helps ensure a reliable, environmentally-friendly, and sustainable energy supply for Europe.

Gazprom Marketing & Trading (GM&T) is an integral part of the GAZPROM Germania Group. Headquartered in London, GM&T operates to provide a global marketing reach, round the clock operational coverage and excellent customer service. Established in 1999, GM&T has grown from a single office in London into a truly global organisation, with around 1000 employees worldwide. With offices in Europe, Asia and the USA, GM&T trades energy commodities including gas, power, oil, LPG, helium, emissions, LNG and FX.

Our culture is defined by our people. Through living our values every day we continue to create a culture that enables us all to succeed. We work as one team with our customers, our parent company and each other in order to understand each other’s needs. With an unstoppable passion for excellence, growth and learning, we’re committed to creating an environment that fosters the development of knowledge, skills and experience, so that our people can thrive and prosper in their careers with us. We believe that we have the best team in the industry which makes us a trusted partner across international capital and energy markets. Our diverse employee base, with a wealth of expertise, knowledge and experience makes GM&T a truly exciting place to work. We encourage new ideas and initiatives as innovative thinking is central to how we do business. Most importantly, we are a growing and developing business where inspired individuals can make a difference and help shape our future.

Role objectives

The Application Support Manager has full accountability for support services (in London, St Petersburg and Singapore) for the Trading IT application portfolio, reporting in to the Head of Group Trading IT

The successful applicant will provide functional leadership for a team of multi-skilled resources in 3 locations providing a range of second line support services to both Front, Middle and Back Office. Key to the role, the successful applicant must be able to balance stakeholder management alongside team leadership and line management with expected hands-on operational duties.

The application portfolio includes applications used in the full energy trading lifecycle as well as market data management, credit risk management, market risk management, regulatory reporting, batch processing and business reporting

Duties & Responsibilities

  • Build effective relationships across all levels of the business and IT including operational, technical and senior management
  • Accountable for ensuring high quality operational & technical application and systems support to internal business functions.
  • Responsible for minimizing the adverse impact of Incidents through rapid resolution and proactively preventing potential future Incidents. This includes but not limited to the following:-
  1. Team Lead and line management for the Application Support team to build capability and expertise to provide high quality support and maintenance of the applications portfolio
  2. Co-ordinate, and provide resources for, the resolution of Incidents in line with agreed policy, process and SLAs
  3. Act as point of escalation on incidents
  4. Accountable for ensuring Incident Management and all interfacing processes (including problem management) are co-ordinated for Trading IT.
  5. Accountable for the resolution of Service Requests in line with agreed policy, process and SLAs
  • In conjunction with the Trading IT Delivery Leads and the Shared Services IT Team
  1. develop, implement and maintain appropriate processes and procedures to ensure efficient, effective and consistent support
  2. design and implement appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
  3. Support ongoing audit requirements and ensure that regular audit points are executed and recorded in a timely fashion
  • Contribute to the planning of application releases and configuration changes and ensure successful implementation of all such changes. Work with delivery teams to increase autonomy and reduce required effort.
  • Ensure operating system and other system patches are current for non-production environments.
  • Oversee the proactive monitoring of all of the GM&T Applications using SCOM, ELK and other tools in line with policy and agreements, and support the technical platform and framework for other application support teams
  • Provide timely and expert advice on emerging trends and issues affecting applications. Develop strategies to allow Application Support to manage resultant problems.
  • Align Application Support with the business led strategies to ensure the necessary continuity of operations.
  • Proactively define and implement improvement initiatives to increase the quality of service provided thereby reducing the quantity of Incidents on applications and/or reducing the time to Closure
  • Contribute to Projects as required and managed by Trading IT delivery leadership, and provide suitable resources and expertise to support Project teams
  • In conjunction with Project Managers & Delivery Leads, ensure that new systems or major systems changes are adequately handed over to the Application Support team and can be fully supported from the required time
  • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.

Skills & Competencies

  • Strong stakeholder management and interpersonal skills
  • Confidence to challenge when required
  • Comfortable making decisions under pressure
  • Excellent communication skills, both verbal and written
  • Extensive exposure to the full deal lifecycle
  • Team Leadership including development and performance management
  • Technically proficient with: Windows Server (2016+) and MS SQL (2014+), Web Technologies, Windows
  • Experience of applications support in the financial services or energy trading sectors
  • Adaptability to continually changing demands and priorities

Experience

  • A strong level of experience in managing global production support teams in highly pressurised technically complex environments dealing with applications/systems and demonstrable experience of co-ordinating third-party vendors and management of out of hours ‘business critical services’
  • Experience working with multi-cultural, diverse and geographically distributed teams
  • Experience of applications support in the financial services or energy trading sectors
  • Experience of working within the ITIL framework.
  • Hands on experience in the implementation and ongoing management of trading applications and associated interfaces
  • Experience of end of day batch processing and business reporting
  • Knowledge and understanding market and credit risk applications, processes and data flows, back office applications, processes and data flows including settlement, confirmations, invoicing, regulatory reporting and reconciliation

Education

  • Degree (or equivalent) in a numerate or computing related subject
  • Professional certifications in desired skills areas an advantage
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