ETRM / CTRM Support Analyst

Achieve Group; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Achieve Group is seeking an experienced Support Analyst to support a global portfolio of trading and enterprise applications in a fast-paced energy and commodities environment. You will own incidents from diagnosis to resolution and coordinate with internal teams and vendors to deliver timely fixes.

Responsibilities include monitoring application availability, performing root cause analyses, and contributing to deployments, enhancements and automation while following ITIL processes and SLAs.

Qualifications

• Degree in IT/CS or equivalent qualifications.
• 5+ years in application support within energy/commodities.
• Understanding of commodity trade lifecycle.
• Hands-on with ETRM/CTRM; Allegro Horizon or Topaz helpful.
• Knowledge of Windows Server, SQL, PowerShell/Python scripting.
• Familiar with ITIL incident, problem and change processes.
• Strong troubleshooting and communication skills.
• Proactive, customer-focused with global exposure.
• Experience with market data, electronic trading or risk apps.
• Experience with Azure and cloud monitoring.
• Familiar with Jira, Confluence, Agile, DevOps.
• Experience coordinating small changes/releases/projects.

Responsibilities

• Provide end-to-end support for trading and business applications across locations.
• Own incidents and requests from diagnosis to resolution with vendors as needed.
• Prioritise cases through Jira and meet service levels.
• Investigate recurring issues; perform root cause analysis and fixes.
• Work with users, developers and vendors on enhancements and deployments.
• Monitor availability, performance and capacity; drive stability.
• Maintain documentation, SOPs and knowledge articles; drive automation.
• Contribute to implementations, upgrades and digital transformation.
• Provide occasional out-of-hours support for major incidents and releases.

Skills

ITIL processes

Troubleshooting

Stakeholder communication

Global delivery

Analytical thinking

Education

Degree in Information Technology or Computer Science

Tools

Allegro Horizon

Topaz

SQL

PowerShell

Python

Windows Server

Azure

Jira

Confluence

DevOps

Job description

Our client is an established international organisation within the energy and commodities sector. They are looking for an experienced Support Analyst professional to support a global portfolio of business-critical trading and enterprise applications. This role combines production support, application change delivery and continuous service improvement within a fast-paced trading environment.

Key Responsibilities:

• Provide end-to-end support for trading and business applications, resolving application, system and data-related issues for users across multiple locations.
• Take ownership of incidents and service requests from initial diagnosis through to resolution, coordinating with internal teams and external vendors where necessary.
• Prioritise and track support cases through Jira, ensuring users and stakeholders receive timely updates in line with agreed service levels.
• Investigate recurring issues, conduct root cause analysis and work with the relevant teams to implement sustainable fixes.
• Partner with business users, developers and vendors on application enhancements, including requirements gathering, testing, release coordination and deployment activities.
• Monitor application availability, performance and capacity, taking proactive steps to improve system stability and reliability.
• Maintain support documentation, operating procedures and knowledge articles, while identifying opportunities to improve workflows through automation.
• Contribute to application implementations, technology upgrades and wider digital transformation initiatives.
• Provide occasional out-of-hours support for major incidents, planned maintenance, production releases and other business-critical activities.

Requirements:

• Degree in Information Technology, Computer Science or a related discipline, or equivalent professional qualifications and experience.
• At least 5 years of application support experience within energy, commodities or another complex trading environment.
• Good understanding of the physical and/or financial commodity trade lifecycle.
• Hands-on experience supporting an ETRM or CTRM platform; exposure to Allegro Horizon, Topaz or a comparable system would be advantageous.
• Working knowledge of Windows Server and desktop environments, SQL, and scripting using PowerShell and/or Python.
• Familiarity with ITIL-based incident, problem and change management processes.
• Strong troubleshooting and analytical skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Proactive and customer-focused, with the ability to take ownership and manage competing priorities in a global environment.
• Exposure to market data, electronic trading, risk analytics, shipping or financial applications.
• Experience supporting applications hosted on Microsoft Azure and using cloud-based monitoring tools.
• Familiarity with Jira, Confluence, Agile delivery and DevOps practices.
• Experience coordinating smaller application changes, releases or technology projects.

Please note:

• Only shortlisted candidates will be notified.
• All applications will be handled with strict confidentiality.