Application Support Engineer, Charles River Development, Assistant Vice President

STATE STREET CORPORATION; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services company is seeking a technical support professional for their Charles River IMS systems. The role involves troubleshooting complex issues, collaborating with engineering teams, and providing exceptional customer service. Candidates should have a strong analytical mindset, experience in financial services, and proficiency in SQL and C#/.Net.

Benefits

Generous medical care

Insurance and savings plans

Flexible work program

Development programs and educational support

Qualifications

• 3+ years of relevant industry experience.
• Experience with Financial Services Investment Management systems preferred.
• Ability to partner with internal departments for superior customer service.

Responsibilities

• Provide L3/L4 support for Charles River IMS systems.
• Conduct root cause analysis of software issues.
• Work with engineering and QA teams to identify and test workarounds.

Skills

Analytical mindset

Problem-solving

Communication skills

SQL scripting

Technical troubleshooting

Education

Bachelor’s degree in a technical or analytical discipline

Tools

Dynatrace

SolarWinds

C#/.Net

Java

Job description

Company Profile

Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.

Background

A client-facing, business and technical staff position responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings which includes Application Management for hosted and non-hosted clients.

Responsibilities:

• This is a highly technical position (L3/L4 Support).
• Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities to provide root cause analysis of software issues and recommend the appropriate solutions.
• Work closely with engineering, QA and product management teams; identify and test workarounds for deficiencies in the software.
• Heavy involvement with the current Observability efforts using Dynatrace.
• Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
• Conduct research on questions and issues using available information resources and other product specialists.
• Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other tasks as assigned.

Skills:

• Demonstrated history of solving complex technical problems and strong analytical mindset.
• Ability to write scripts (SQL, etc.) for automation of certain tasks.
• Hands-on SQL experience, and the fundamentals of relational database theory.
• Hands-on Dynatrace experience is a big plus. Same with SolarWinds tool.
• Experience in C#/.Net or Java is highly preferred
• Prior development experience is also very helpful with this position.
• Communication skills to explain complex problems and solutions in technical and business terms.

Skills, Experience & Qualifications Required:

• Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS)
• Proven ability to partner with various internal departments to deliver superior customer service.
• Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
• Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
• Bachelor’s degree in a technical or analytical discipline
• Minimum of 3+ years’ relevant industry experience

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.