Etrm Saas Technical Support - London, United Kingdom - Brady Technologies Limited

Description

We're currently hiring for a ETRM SaaS Technical Support & Implementation Specialist to join us at an exciting time for the business.

Brady have recently acquired the built-for-cloud ETRM vendor, Igloo Trading Solutions and are scaling the support and services team in our London office.

This role will be part of a small, highly collaborative team supporting Igloo's next-generation energy trading and risk management software, used by power and gas trading companies across Europe.

The ETRM Technical Support & Implementation Specialist will principally be providing 1st an 2nd line support, as well as liaising with key stakeholders ensuring our clients have a fantastic implementation and post-implementation experience.

You can make an impact early on in our growth journey as we scale the team and seek to lead the market with a modern ETRM product offering.

• Contribute to the Application Management services to secure the stable operation of the Brady solution
• Contributing for managing and maintenance of the ASP hosting environment to ensure the stable operation of the Brady solution
• Perform installations, configurations, preventive and regular maintenance of the Brady solutions
• Together with the other Customer Operations Technical Specialists manage the database including database tuning when needed, back up and recovery, capacity planning and the creation of and maintenance of databases
• Support in the preparation and running of escrow exercises annually to ensure the capability and security of our thirdparty providers
• Participate in oncall services as per agreed SLA's, as required
• Be the first point of contact for 1st and 2nd line support via telephone and JIRA.
• Understand Service Level Agreements and provide response within those parameters
• Acknowledge and accurately assign reported issues and escalate appropriately
• Monitor support queues across the portfolio and be proactive in assigning incoming issues
• Handle all Customer calls and interactions in a professional manner to enhance Brady's reputation for support
• Customer issue ticket investigations and replication, detailed Customer issue ticket diagnosis, resolution and simulation of client user experiences.
• Interaction with 3rd line Software Engineers to assist in resolving complex issues, accurately documenting details and reproduction steps (where required) in JIRA
• Insert all relevant issues into the product backlog with all information to assist prioritisation
• Advise and assist in the development and maintenance of user documentation
• Assist the software patch and delivery process
• Provide onsite customer support, including implementation support, as and when required

• Understanding of Energy markets
• General IT experience and exposure to online services, Windows platforms and infrastructure
• Experience of using ticketing systems such as JIRA
• Ability to provide a high level of Customer contact by setting correct expectations and aligning with Customer Ops goals
• Excellent communication skills both externally with Customers and internally with other key stakeholders such as Product Managers and the Engineering team
• Great problemsolving skills with an eye to identify issues and proactively seek to resolved them quickly and effectively
• Self motivated demonstrating an ability to work alone as well as part of a team
• Ability to adapt to fast paced and changing environments

• Ability to use internal and external collaboration tools such; Microsoft Teams, Webex
• Basic understanding and experience of cloud computing (Azure)
• Basic level in network concepts, e.g. Vnet, subnet, ip addresses, dns, vpn
• Good understanding of windows server admin, services, IIS
• Basic understanding of linux server admin
• Basic understanding of scripting (powershell), nice to have an understanding of regex
• Basic understanding of SQL server and SQL
• Basic understanding of different file/msg formats, e.g. csv, xml, json
• Experience with data feeds, e.g. to exchanges, nice to have an understanding of protocols like FiX, WebAPI

• Great compensation + 8% pension + 5% bonus + private health insurance and more
• 23 days' holiday + bank holiday, increasing by one day per year of service up to 28 days + bank holidays
• 1/2 day off Christmas Eve & New Year's Eve
• Pluralsight licenses for engineering team members
• Flexible working hours
• An opportunity to build a modern technology platform for the power and energy trading markets
• A positive, valuesdriven culture