ETRM SaaS Technical Support & Implementation Specialist

We are currently hiring for an 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 and 2nd line support, as well as liaising with key stakeholders ensuring our clients have a fantastic implementation and post-implementation experience. This is a great opportunity for an experienced technical specialist who has existing experience working in either Trading Application support and implementation (particularly within an energy or commodity trading company) or previous experience at a vendor providing application support to energy/commodity traders.

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 the Brady product development lifecycle from a technical perspective to include the maintenance of the automated upgrade system, application packaging and verification of the installation kit prior to publishing.
• Support in the preparation and running of escrow exercises annually to ensure the capability and security of our third-party providers.
• Participate in on-call 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 pro-active 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.

• Experience of working in an application support role ideally with a software provider or financial services organisation.
• 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 problem-solving skills with an eye to identify issues and proactively seek to resolve 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 as 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 HTTP, SSL, SFTP, certificates, whitelisting.
• 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.
• An opportunity to build a modern technology platform for the power and energy trading markets.