Application Support Analyst New

Glencore International AG; Mumbai; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Glencore International AG is seeking an Application Support Analyst in Mumbai to join the IT Application Support Team. You will support business-critical trading applications (ETRM/FTRM), analyze issues, and coordinate with IT to deliver timely resolutions.

You will handle incidents, manage service requests, and contribute to IT projects through business analysis. Fluent English is required, and 5–10 years of relevant experience is expected.

Qualifications

• Bachelor’s degree in a relevant field.
• 5–10 years of experience in application support or IT.
• Strong SQL and database querying skills.
• Experience with ITIL service management.
• Knowledge of ETRM systems and trading concepts.

Responsibilities

• Support trading applications (ETRM/FTRM) and users.
• Manage incidents and service requests with prioritisation.
• Collaborate with users, service desk, and developers to resolve issues.
• Communicate status to stakeholders.
• Maintain product support docs.
• Propose corrective measures to prevent recurrence.
• Support releases, patches, and hotfixes.
• Gather business requirements for IT projects.
• Participate in system and UAT testing.

Skills

ETRM System

SQL

Testing (UAT & pre-prod)

ITIL knowledge

Business analysis

Stakeholder communication

Analytical skills

Education

Bachelor's degree

Job description

Application Support Analyst

Department IT

Location Mumbai

Job Summary

The successful candidate will join the IT Application Support Team and is responsible for supporting business-critical trading applications and their users, analysing reported problems on both business and technical levels, and working with internal IT teams to provide resolutions in an efficient and timely manner. The role is primarily support-focused, with an additional business-analysis contribution to IT projects.

Key Responsibilities

• Support all business-critical trading applications, including the Energy Trading and Freight Trading system (ETRM / FTRM).
• Manage incidents and service requests, ensuring appropriate prioritisation, categorisation, and resolution, and escalating complex issues while retaining ownership and follow-up.
• Work closely with business users, the service desk, and developers to resolve reported issues.
• Communicate the status and progress of pending issues to relevant stakeholders in a timely manner.
• Extend and maintain product support documentation for support staff and end-users.
• Undertake problem management and propose corrective measures to proactively prevent recurring issues.
• Support application releases, enhancements, patches, and hotfix deployments.
• Confer and gather business requirements for various IT projects.
• Involvement in the application testing cycle (system and user acceptance testing) as part of the business‑request delivery process.

Qualifications & Skills

• Functional and technical knowledge of an ETRM system.
• Strong knowledge of SQL and database querying.
• Software testing and quality assurance in UAT and pre-production environments.

• Experience with IT service management frameworks such as ITIL (incident, problem, change, and release management).
• Understanding of business analysis methodologies.
• Understanding of IT development technologies and processes.
• Ability to listen, simplify, and articulate the exact problem reported by the business user.
• Strong analytical skills, both technically and on the business side.
• Strong interpersonal skills to communicate and negotiate with all levels of the business and IT.
• Delivery‑ and customer‑focused, taking ownership of reported issues and efficiently delivering quality.
• Advantageous: broad knowledge of the commodity trading & traffic, finance, or accounting business sectors, with a straightforward, hands‑on ‘can‑do’ approach.

Level of Education

• Bachelor’s degree (or equivalent)

Years of relevant Job knowledge

• 5-10 years

Language Requirements

Fluent in English