{"id":1556652,"url":"https://alion.io/job/coretrm-application-support-manager-enterprise-software-2","title":"Application Support Manager - Enterprise Software","company":{"id":3806859,"name":"Coretrm","domain":"coretrm.com","url":"https://alion.io/company/coretrm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":6000,"max":9000,"currency":"SGD","period":"month","gross":true,"usd_annual":84612},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Incident Management","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"Service Desk","optional":true},{"name":"ServiceNow","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-01T00:00:00Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":4},"description":"At CoreTRM, we are redefining the landscape of Commodity/Energy Trading and Risk Management (C/ETRM) with our modern, cloud-native software platform. Our platform powers real-world decisions behind global oil and commodity trading—an industry that keeps the world economy running. \nHeadquartered in Singapore, we serve commodity and energy trading organisations around the globe, simplifying the full trade lifecycle from capture through operational logistics to financial settlement. \nOur risk management features enable management to track profit and loss, positions and credit, monitor risk metrics, duties segregation, and ensure adherence to trading limits in real-time - making us a trusted partner in navigating the complexities of the trading world. \nOur Work Culture: \nWe are a multinational team that values knowledge transfer, learning and accountability. We seek individuals who take pride in their work, embrace challenges, and are committed to growing through both opportunities and adversity with the company. \nThis client-facing role offers direct exposure to the fast-paced oil and commodity trading industry. Candidates should be prepared for a steep learning curve and a demanding environment where success is highly determined by a positive attitude and strong work ethic. \nIn return, you will not only gain an entry into this niche industry, but also unparalleled industry training and knowledge from industry veterans, hands-on experience, and direct exposure to some of the most advanced and innovative technologies shaping global commodity trading today. \nCurrently, we are hiring an Application Support Manager to handle application support for our clients as well as oversee a team of 1 to 2 Application Support Analysts. \nOur Benefits: \n18 days annual leave \nCorporate Group Insurance coverage including group term life, group accidental death and dismemberment, group hospital and surgical, outpatient clinical, specialist and dental (subject to insurer limits and terms and conditions) \nSummary:\nThis position is a hands-on role. The successful incumbent will be handling application support for our clients as well as overseeing a team of 1 to 2 Application Support Analysts. \nThis role requires strong business knowledge and technical understanding of our E/CTRM platform, leadership skills, and the ability to collaborate with cross-functional teams including services, development and product control.\nApplication Support\nProvide Level 1 and Level 2 support via email, IM and phone to existing clients\nLog all support issues in the company issue tracking system\nMonitor outstanding issues and ensure they are dealt with within the Service Level Agreement\nPerform ongoing configuration of support issues\nWork with new clients to ensure smooth transition from implementation to support\nResolve or explain issues to client satisfaction\nEscalate issues to the development team when appropriate\nRaise change requests for platform enhancements\nLiaise with CoreTRM product developers on changes and enhancements\nFollow CoreTRM standards, procedures, and policies\nProvide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when needed\nOther ad-hoc duties if needed\nTeam Leadership & Operations\nLead and manage a team of 1-2 local Application Support Analysts to provide a high level of service support to our existing clients. This includes, but not limited to, \n> ensuring that all support tickets and service requests are handled, escalated appropriately and resolved timely and effectively, in alignment to company internal standards and business SLAs obligations\n> working with internal teams to provide new clients with a seamless and smooth transition from implementation to support \n> ensuring high levels of clients’ satisfaction through transparent communication and delivery of service quality\nAct as the main escalation point for all critical, complex, high impact and outstanding issues and ensure that relevant personnel or teams (eg: development) take appropriate and timely actions to handle and resolve these issues, in alignment to our business SLAs obligations and internal standards\nMonitor all outstanding tickets and ensure that they are escalated appropriately and timely to the relevant personnel or teams. Take main responsibility to ensure that all outstanding tickets are resolved timely and effectively, in alignment to our business SLA obligations and internal standards\nWork with management and internal teams to establish, refine, improve and enforce support processes, SOPs and incident response procedures that align with our internal standards and business SLAs obligations\nDrive and achieve continuous improvements in support quality, response time, issue resolution and end-user satisfaction\nDefine roles, responsibilities, and performance expectations (goal setting) for the application support team. Conduct regular performance reviews and provide relevant knowledge transfer and training \nInvolved in and contribute to audit, compliance, and regulatory reporting as needed\nApplication Coverage, Monitoring &Stability\nEnsure adequate support coverage that aligns to our business SLAs obligations, including planning and enforcing an “after work hour phone support” work roster\nEnsure application uptime, performance, and availability meet business SLAs obligations\nImplement proactive monitoring and processes to detect and prevent issues\nCollaborate with internal teams such as Cyber Security and Development for system upgrades, patches, and environment maintenance\nWork with Product and Development teams on bug fixes, release management, and new feature rollouts\nRegularly update internal and external stakeholders on incident status, planned outages, and application performance\nChange Management & Release Support\nEnsure proper testing and documentation for production deployments\nSupport end users during UAT, cutovers, and major upgrades\nOthers\nWhen necessary to assist the sales team to provide accurate and compliant responses to RFP (Request for Proposal) and other information requests\nAny other ad-hoc requests\n\nRequired Skills & Qualifications:\n3-5 years of experience in application support, with at least 1 year in a leadership/team lead role supporting an enterprise application software \nExcellent communication, stakeholder management, and conflict resolution skills\nAbility to keep our clients satisfied with our support levels (key KPI)\nGood to have:\nHands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)\nTechnical knowledge of databases (SQL), integration layers, cloud platforms, and APIs\nFamiliarity with ITIL practices, especially incident and problem management\nSkills\nProblem and Incident Management, Coordination, Improve Support Systems, IT service management tools, Monitoring, Business Standards, Technical Knowledge, Issue Resolution, SQL, Client Support Services, Application Support, Compliance Issues, Availability Management, Goal Setting, Stakeholder Management, Collaborate With Internal Team, Performance Review","description_format":"text","description_chars":7133,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Office Management","Financial Software & Embedded Finance","Game Design"],"lifecycle":[{"event":"open","at":"2026-10-01T02:00:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":18,"reasons":["seen:3","win:early"],"computed_at":"2026-10-04T05:45:00Z"},"pay":{"stated_usd_annual":84612,"is_top_pay":false},"html_url":"https://alion.io/job/coretrm-application-support-manager-enterprise-software-2","json_url":"https://alion.io/job/coretrm-application-support-manager-enterprise-software-2.json","meta":{"generated_at":"2026-10-05T00:31:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":601,"day_limit":5000,"remaining_today":4399,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}