Application Support Manager - Enterprise Software

At CoreTRM, we are redefining the landscape of Commodity/Energy Trading and Risk Management (C/ETRM) with our modern, cloud-native software platform. Our platform powers real-world decisions behind global oil and commodity trading—an industry that keeps the world economy running. 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 are a multinational team that values knowledge transfer, learning and accountability. We seek individuals who take pride in their work, embrace challenges, and are committed to growing through both opportunities and adversity with the company. This client-facing role offers direct exposure to the fast-paced oil and commodity trading industry. Candidates should be prepared for a steep learning curve and a demanding environment where success is highly determined by a positive attitude and strong work ethic. In return, you will not only gain an entry into this niche industry, but also unparalleled industry training and knowledge from industry veterans, hands-on experience, and direct exposure to some of the most advanced and innovative technologies shaping global commodity trading today. Currently, we are hiring an Application Support Manager to handle application support for our clients as well as oversee a team of 1 to 2 Application Support Analysts. Our Benefits: 18 days annual leave Corporate Group Insurance coverage including group term life, group accidental death and dismemberment, group hospital and surgical, outpatient clinical, specialist and dental (subject to insurer limits and terms and conditions) Summary: This position is a hands-on role. The successful incumbent will be handling application support for our clients as well as overseeing a team of 1 to 2 Application Support Analysts. This role requires strong business knowledge and technical understanding of our E/CTRM platform, leadership skills, and the ability to collaborate with cross-functional teams including services, development and product control. Application Support • Provide Level 1 and Level 2 support via email, IM and phone to existing clients • Log all support issues in the company issue tracking system • Monitor outstanding issues and ensure they are dealt with within the Service Level Agreement • Perform ongoing configuration of support issues • Work with new clients to ensure smooth transition from implementation to support • Resolve or explain issues to client satisfaction • Escalate issues to the development team when appropriate • Raise change requests for platform enhancements • Liaise with CoreTRM product developers on changes and enhancements • Follow CoreTRM standards, procedures, and policies • Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when needed • Other ad-hoc duties if needed Team Leadership & Operations • Lead and manage a team of 1-2 local Application Support Analysts to provide a high level of service support to our existing clients. This includes, but not limited to, > 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 > working with internal teams to provide new clients with a seamless and smooth transition from implementation to support > 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 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 produc…