IT Application Support Manager / Madrid

Are you looking for your next role? The client is a global energy firm that encompasses natural gas supply and marketing activities in South-East Asia and Europe, as well as energy hedging and financial solutions.

They are looking for an IT Application Support Manager to join their elite team of industry experts in Madrid, Spain.

Key Duties and Responsibilities

· Provide ongoing support to users of the ETRM and GMS systems
· Ensure all incoming incidents/calls are logged, responded to and attention to detail, escalate and resolve issues in a timely manner (as per SLA), using PESSA´s service management tool.
· Lead the implementation and development of new products in the ETRM system
· Perform requirements gathering and analysis to include: analytical techniques, interview techniques, data gathering techniques, current system documentation, business modeling methods, business process, rules and logic, data gathering to solve complex issues, development of implementation plans, development of requirements and key analytical troubleshooting.
· Develop, manage and lead on new product roll-out initiatives including: development and management of implementation timelines, define and deliver individual deliverables, manage the expectations of all stakeholders.
· Effectively manage ETRM & GMS application resources, including: scope/budget/resource management, time management (activities & task planning), communications, risk management, QA and testing, user training, ongoing maintenance and support.
· Develop and implement test plans/scenarios to ensure successful delivery of system enhancements
· Lend support to various business and technology teams as necessary during project delivery
· Accurately determine, assign, track and manage project task, activity, documentation, time information per internal standards. Accurately assess the risks associated with each solution design/project
· Act as part of development team as liaison with support desk, users and field operations
· Able to provide support to Business for issues arises from system after office hours or over the weekend
· Work together with Singapore ETRM team to troubleshoot ETRM issues in PESSA office
· Communicate effectively in both verbal and written form, as well as have an overall ability to be clear and concise in all communications
· Mentor junior staff in the BPEO team, supporting their development in the area of App Support


Formal Education & Certification:
· Bachelor's degree in Computer Science, General Information Technology or a related field
· At least 5 (five) years of relevant experience in project management/business analysis with software development projects

Knowledge & Experience:
· Leadership and management skills in leading technical personnel through the delivery of software development projects
· Experience in data gathering and facilitation techniques with users
· Strong business and systems analysis skills, test planning and testing skills, troubleshooting skills and experience with numerous environments and architectures.
· Experience of Unit and Integration Testing
· A good understanding in one or multiple ETRM systems
· A good understanding in support various European Gas logistics systems (e.g. Gasunie, SNAM, REN, Storengy, GMSL and etc.)
· MS .Net development experience: C# , understanding of OO principles, Azure Cloud SQL knowledge stored-procedures, scripting and related tools;
· Coding experiences in either Python, Perl, and Java languages.
· Knowledge of database design, SQL and Report generation from business applications. Good understanding of database design and report generation from business applications
· Analytics & Reporting tools, e.g. Tableau, SQL server Analysis Services/Analytics, Power BI
· Provide excellent customer service to local and global user base
· Team player with ability to exercise flexibility, demonstrates initiative to ensure that business support needs are met in a proactive manner with minimum supervision.
· Good interpersonal skills and ability to communicate technical solutions to non-technical users, in a multi cultured trading environment. Able to cope with difficult situations in a serviced oriented manner.
· Self-motivated, creative and proactive with initiative
· Fluent in English and Spanish (written and spoken)