Application Support Analyst
Department IT
Location Mumbai

Job Summary:
The successful candidate will join the IT Application Support Team and is responsible for supporting business-critical trading applications and their users, analysing reported problems on both business and technical levels, and working with internal IT teams to provide resolutions in an effective and timely manner. The role is primarily support-focused, with an additional business-analysis contribution to IT projects.

Key Responsibilities:
- Support all business-critical trading applications, including the Energy Trading and Freight Trading system (ETRM / FTRM).
- Manage incidents and service requests, ensuring appropriate prioritisation, categorisation, and resolution, and escalate complex issues while retaining ownership and follow-up.
- Work closely with business users, the service desk, and developers to resolve reported issues.
- Communicate the status and progress of pending issues to relevant stakeholders in a timely manner.




- Extend and maintain product support documentation for support staff and end-users.
- Undertake problem management and propose corrective measures to proactively prevent recurring issues.
- Support application releases, enhancements, patches, and hotfix deployments.
- Confer and gather business requirements for various IT projects.
- Involvement in the application testing cycle (system and user acceptance testing) as part of the business-request delivery process.

Qualifications & Skills:
- Functional and technical knowledge of an ETRM system.
- Strong knowledge of SQL and database querying.
- Software testing and quality assurance in UAT and pre-production environments.
- Experience with IT service management frameworks such as ITIL (incident, problem, change, and release management).
- Understanding of business analysis methodologies.
- Understanding of IT development technologies and processes.
- Ability to listen, simplify, and articulate the exact problem repor

📌 Application Support Analyst (Mumbai)
🏢 Glencore
📍 Mumbai