Trading Support Manager – ETRM

As the founding entity of RAINBOW PARTNERS, Quanteam is a consulting firm specialized in Banking, Finance, and Financial Services. Through our core human values – proximity, teamwork, diversity, excellence – our 1000 expert consultants, hailing from 35 different nationalities, collaborate across 13 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Luxembourg, Geneva, Lisbon, Porto, Casablanca, Madrid and Singapore.OverviewWe are looking for a Trading Support Manager to join a major Energy Trading organization in Houston and take ownership of the daily support and functional oversight of a vendor trading platform.This position requires someone who has already built and implemented support processes covering the full Front-to-Back Office chain, and who can lead a structured support organization with high service standards.Key ResponsibilitiesDesign, implement, and continuously improve support processes for a full Front-to-Back Office chain, including incident handling, prioritization, escalation, and resolution workflows.Build a robust operating model: L1/L2/L3 setup, functional vs technical split, triage routines, ticketing workflows, and knowledge base/runbooks.Ensure governance across critical activities: production monitoring, issue prevention, daily checks, reconciliation controls, and recurring break management.Own and drive the end-to-end resolution of production incidents (functional and technical) impacting the trading platform.Act as the main escalation point for Front Office / Trading desks, ensuring fast turnaround and strong communication.Coordinate troubleshooting across internal IT teams, business teams, and the software vendor support, ensuring SLAs and service commitments are met.Lead post-incident activities: root cause analysis (RCA), corrective actions, and preventive measures.Support trade lifecycle workflows end-to-end: deal capture, confirmations, scheduling, settlements, P&L, risk, invoicing (depending on platform scope).Ensure consistency across systems (vendor platform, ETRM, risk, accounting, downstream integrations).Work closely with Middle/Back Office teams to solve breaks, mismatches, and process gaps.Manage the relationship with the platform vendor (tickets, escalations, upgrades, patching, delivery follow-ups).Track and challenge vendor commitments when needed, ensuring delivery quality and timelines.Maintain alignment with key stakeholders across Trading, Risk, Operations, Finance, and IT on priorities and platform stability.Manage and mentor junior support resources (L1/L2), ensuring quality standards and professional growth.Organize support coverage schedules, define best practices, and reinforce a strong ownership culture.Required Skills & ExperienceProven experience as a Support Lead / Support Manager in a Front-to-Back Office environment.Must have already implemented structured support processes for a Front-to-Back chain (not only operational support, but process setup/governance).Demonstrated experience managing junior support teams (L1/L2) and leading production routines.Strong understanding of Energy Trading operations (Power, Gas, LNG, Oil, or derivatives).Proven ability to manage a vendor platform (external vendor coordination, SLAs, escalations).Strong incident/problem management skills (prioritization, RCA, prevention mindset).Excellent communication skills (able to interface with Trading desks and senior stakeholders).Nice-to-HaveExposure to ETRM / CTRM ecosystems (Endur, Allegro, Orchestrade..).Knowledge of scheduling processes / ISO-RTO operations depending on commodity scope.Working knowledge of SQL / data analysis / integrations (APIs, feeds, interfaces).ITIL knowledge (Incident / Problem / Change Management)