Application Support Analyst - Internal Apps

Mercuria; Houston (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Mercuria is seeking an Application Support Analyst in Houston to join a global commodity trading organization. The role focuses on supporting enterprise systems used across the trading life cycle and escalating issues to engineering teams as needed.

You will monitor health, troubleshoot JVM issues, and manage incidents through ServiceNow and JIRA, while driving process improvements and automation for faster resolutions.

Qualifications

• 2–5 years of experience in application or production support.
• Strong understanding of Java/J2EE applications and JVM troubleshooting.
• Familiarity with Apache Kafka, Denodo and data virtualization concepts.
• Hands-on with monitoring/logging tools like Splunk, Grafana, Kibana, Prometheus.
• Proficiency with Unix/Linux, shell scripting, and SQL.
• Knowledge of Microsoft SQL Server programming and ability to adapt queries.
• Experience with languages such as C/C++, Java, .Net, Python.
• Experience with MSSQL/MySQL/Oracle databases.
• Git, Ansible, and CI/CD familiarity; source control exposure.
• Experience with Tableau, Power BI, or Qlik for data visualization.
• Cloud platform familiarity (AWS, Azure, GCP) preferred.
• Docker and Kubernetes familiarity.
• Exposure to ITIL processes (incidents, problems, changes).

Responsibilities

• Monitor application and system health using dashboards and tools.
• Provide L1/L2 support for Mercuria applications.
• Investigate and resolve incidents within SLA.
• Log and manage tickets via JIRA and ServiceNow.
• Coordinate with development teams for bug fixes and enhancements.
• Support deployment and release management across environments.
• Perform root cause analysis and post-incident reviews.
• Maintain support documentation and knowledge base articles.
• participate in on-call rotation for after-hours support.
• Automate manual processes to improve day-to-day operations.
• Communicate incident progress and outages to clients/vendors.
• Log and prioritize tickets and manage stakeholder expectations.
• Aim to improve client service, perception, and satisfaction.

Skills

Java/J2EE

Unix/Linux

SQL

Shell scripting

Troubleshooting

Tools

JIRA

ServiceNow

Splunk

Grafana

Kibana

Prometheus

Git

Ansible

Docker

Kubernetes

Tableau

Power BI

Qlik

AWS

Azure

GCP

Job description

Mercuria is a major player in the Physical and Financial Global Commodity markets, with major trading centres in London, Geneva, Houston, Singapore, Shanghai and Beijing. We actively trade in all the major commodity asset classes, from Crude and Refined oil products, to power & gas, coal and emissions, through to freight, metals, and agricultural products.

We operate a global diversified technology team across key hubs such as Geneva, London, Houston and Singapore, while operating in close partnership with some strategic co-development centres in Bucharest, Bangalore and Hyderabad. All running an Agile delivery model in unison with our business partners to deliver multi-asset-class commodity systems, with a focus on automation, user experience, innovation and control.

The role

This is a great opportunity to join one of the largest integrated energy and commodity trading companies in the world.

We are looking for an Application Support analyst with interest to work in the Commodities industry who is passionate about pricing data and supporting enterprise-wide systems.

The successful candidate is adept at partnering with end-users to log issues, analyse issues, provide tactical/strategical solutions and ultimately deliver tangible business value & benefit.

This role will report into the Application Support lead working on different business systems critical for the trading life cycle.

Key responsibilities

• Monitor application and system health using appropriate tools and dashboards.
• Provide L1/L2 support for applications developed with in Mercuria.
• Investigate, diagnose, and resolve incidents and service requests within SLA.
• Handle and manage support tickets via tools like JIRA and ServiceNow.
• Coordinate with development teams for bug fixes and enhancements.
• Support deployment and release management activities across multiple environments.
• Perform root cause analysis (RCA) and post-incident reviews to improve system resilience.
• Maintain support documentation and contribute to knowledge base articles.
• Participate in an on-call rotation for after-hours support.
• Improve the day to day process to automate as much manual work as possible.
• Communicate with clients/vendors as required: inform/chase for incident progress, notify them of impending changes or agreed outages
• Good organizational skills in managing issues, projects and communicating to the stake holders.
• Fast turnaround of client requests
• Log and prioritize tickets in ServiceNow.
• Improve client service, perception, and satisfaction.

Technical expertise

• 2–5 years of experience in application or production support roles.
• Strong understanding of Java/J2EE applications and troubleshooting JVM-related issues.
• Working knowledge of commodity markets and trade life cycle (Physical & derivative products) is an advantage.
• Familiarity with Apache Kafka – topic monitoring, consumer/producer debugging, log management, Denodo and data virtualization concepts.
• Hands-on with monitoring/logging tools like Splunk, Grafana, Kibana, Prometheus, etc.
• Proficiency with Unix/Linux, shell scripting, and SQL.
• Must have strong knowledge of Microsoft SQL Server programming skills to adapt queries and stored procedures.
• Good knowledge in any of the programming languages like C/ C++/ Java/.Net/Python.
• Knowledge of databases like MSSQL/ MySQL/ Oracle
• Working experience of source control systems like Git, automation platforms like Ansible.
• Experience with data visualization tools like Tableau, Power BI, Qlik…etc.,
• Familiarity with CI/CD tools and release management practices.
• Exposure to cloud platforms (AWS, Azure, GCP).
• Knowledge of containerization tools (Docker, Kubernetes).
• Experience with ITIL processes (incident, problem, change management).

Non-technical Skills

• Excellent communication skills to interact with various stakeholders both internal and external.
• Ability to work under pressure and manage/prioritize multiple requests/projects independently.
• Analytical and critical thinking with ability to solve complex issues.
• Adapt to changes quickly and communicate effectively.
• Motivated and willing to learn and work on different systems 3rd party and in-house developed
• Able to support team members in different geographical regions.
• Self-starter and willing to work independently with minimal supervision
• Enthusiastic about doing new things and learning new technologies
• The ability to communicate complex procedures to other colleagues
• Attention to detail and desire to probe further into data