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-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 : 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