ETRM Support Lead

Publicis Sapient is looking for a Production Support Lead, to help our client manage and lead a team of production support analysts for systems related to the client's trading systems (Aspect). You will provide technical business analysis for production support teams and troubleshoot issues to maintain the reliability and stability of systems.

You'll be working with our client's stakeholders to lead in assessing, and improving the existing systems and onboarding new systems for handover from a support perspective and transition them to the support team. You would work closely with development and testing teams to diagnose and resolve issues identified by providing insights into domains and systems. We are looking for talent currently based in Singapore location.

Your Impact:

Use Agile methodology to organize the team as a ScrumMaster and be able to identify items across various workstreams to develop structured processes for issues handling.

Delivery of process flow mapping within workstreams for transitioning and adoption.

Articulate technology-based solutions, present in new business situations and workshops, and sometimes navigate complex client situations.

Be the first point of contact to identify, manage, and resolve requirement questions, dependencies, issues, and risks with the onshore and offshore team and business.

Deliver customer value through defining, measuring, and achieving SLA requirements for support teams.

Communicate effectively with the users, stakeholders, and dev teams from the client [Strong verbal and written communication]

Represent team in client meetings, and stakeholder calls and will provide reports, updates, and insights.

Ability to understand client systems to handle critical incidents and work with the various stakeholders (Support Team, Dev Team, DBA, DevOps) till issue resolution.

Qualifications

10+ years experience in delivering complex business or technology solutions, from solution design to end-to-end system implementation

Business and functional requirement gathering with technical knowledge of the database systems, SQL, NoSQL, and Databricks.

Good understanding of the end-to-end process flow in commodity trading for physical, derivatives, and futures.

Experience with agile processes and understanding of tools like ITSM, JIRA, Opsgenie, Confluence, Azure Systems (Infrastructure, ADF, Databricks, Storage Explorer, Service Bus)

Ability to work with cross-functional teams developing business and systems requirements, user interface design and prototyping, data modeling, and system design

Good knowledge of Microsoft Office tools and Microsoft Power BI

Set Yourself Apart:

Hands-on experience with product configurations, design, and implementation of CTRM Systems Open Link, Allegro or Aspect etc.