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Service Delivery Consultant

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Job ID 179321 Date posted 01/12/2022 Location : Kuala Lumpur, Malaysia

Job Purpose and Impact

The Service Delivery Consultant will maintain, integrate and implement software applications within our organization. We seek an experienced professional to coordinate software application testing, quality assurance, configuration, installation and support to ensure smooth, stable and timely implementation of new software and updates to installed applications.

Key Accountabilities

  • Carry out Level two daily operations activities/production support for Metals trading and shipping business and have great understanding and experience of working on CTRM applications for Derivative and Physical Trading. Resolve production issues working with users and vendors partner in a timely manner.
  • Handle Incident Management, Stakeholder Management, Third Party Vendor Management.
  • Support change management and should have great understanding of Change release process, testing (UAT, Regression) and deployment.
  • Ensure information technology service operations with internal and external service providers is delivered against targets and contractual obligations.
  • Participate in operational reviews with service providers inclusive of continuous improvement.
  • Develop and recommend improvements to advanced and complex application support processes and procedures.
  • Review, analyze and prioritize incoming incident tickets and/or user requests.
  • Keep an open channel of communication with users and respond to advanced and complex application support requests and needs.
  • Independently handle complex issues with minimal supervision, while escalating only the most complex issues to appropriate staff.
  • Other duties as assigned



  • Bachelor’s degree in a related field or equivalent experience
  • Other minimum qualifications may apply


  • Minimum of 10 years of experience ETRM/CTRM application support and implementation. Preferred experience working on Entrade application for Metals trading.
  • 5+ years of experience on supporting trade life cycle. Understanding of various derivative and physical transaction like Futures, settlements, Options, OTC etc.
  • Experience in working across different technical teams and third party vendors in a global, managed IT services environment.
  • Experience in handling internal stakeholders across different business entities and departments.
  • Possess excellent written and verbal communication skills in English.
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