Primary Systems Analyst, Officer

State Street; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Charles River Development seeks a seasoned frontline support professional to service clients using Charles River’s SaaS Operations. You will work with clients, internal teams, and vendors to investigate and resolve issues, aiming for a five 9’s level of service availability.

The role requires a BA/BS in a technical field and 7+ years total experience, including 2–5 years in customer-facing roles. Strong communication, troubleshooting, and independent work abilities are essential.

Qualifications

• BA/BS degree in a technical or analytical discipline.
• 7+ years total experience with 2–5 years in customer-facing roles.
• Strong customer focus and excellent communication skills.
• Ability to troubleshoot technically and work independently in a mission-critical environment.
• Familiarity with Windows, networking, and databases is preferred.

Responsibilities

• Provide frontline technical support for CRD SaaS Operations clients.
• Coordinate with clients and vendors to investigate and resolve issues.
• Follow procedures to ensure high-quality, timely service with high availability.
• Escalate issues beyond frontline scope and maintain accurate documentation.
• Offer periodic off-hours support as needed.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Multi-tasking

Vendor coordination

Independent work

Education

BA/BS in technical or analytical field

Tools

Windows administration

Networking

Databases

Salesforce (admin)

Trading systems exposure (FIX)

Job description

Primary Purpose of Position

Provide customer service and frontline support for clients subscribing to Charles River’s suite of SaaS Operations including Application Management, Hosting, CRN/FIX, and/or Compliance Services.

Essential Functions

• Perform frontline technical support as part of a global team to deliver exemplary customer service to CRD’s SaaS Operations clients.
• Coordinate with clients, internal Charles River colleagues, and CRD vendors to investigate, troubleshoot, and resolve client-reported problems or issues detected by CRD’s automation tools.
• Follow departmental procedures to ensure timely, high-quality delivery of service to Charles River global SaaS Operations clients and help ensure a “five 9’s” level of service availability.
• Escalate and track issues which exceed the scope of the frontline support capability.
• Ensure all internal SaaS Operations tracking systems and documentation are accurate and current.
• Provide periodic off‑hours support.

Requirements and Qualifications

• A BA/BS degree in a technical or analytical discipline such as computer science, information technology, engineering, science, economics, mathematics, or statistics.
• Minimum 7+ years total experience, including 2–5 years of progressively responsible, relevant experience, preferably in customer‑facing roles.
• Proven customer‑focused mindset and excellent customer service skills.
• Excellent interpersonal, verbal, and written communication skills.
• Aptitude for technical troubleshooting.
• Ability to succeed in a mission‑critical, technical, customer service and support environment.
• Ability to work effectively with internal departments and external vendors to resolve client issues.
• General familiarity with Windows administration, networking, and databases preferred.
• Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable, but not required.
• Salesforce administrator or related experience desirable, but not required.
• Ability to manage multiple, simultaneous priorities.
• Proven organizational skills with attention to detail.
• Ability to achieve results without close supervision.
• Self‑motivated with the ability to operate independently and also has the strong desire to work as a member of a team.
• Demonstrated practical, hands‑on, “can‑do” approach, and the ability to work efficiently and creatively.
• Strong analytical and problem‑solving skills.
• Travel unlikely to be required.
• Flexibility with schedule and ability to work beyond regular business hours with periodic off‑hours support required.

Physical Requirements

• Involves work of a general office nature usually performed in a stationary position (e.g., sitting or standing) such as answering the phone, operating a computer, and/or operating a photocopier.
• Involves movement between departments to facilitate workflow.

Internal and External Contacts

• Interfaces regularly in both verbal and written form with all levels of professionals.
• Interfaces regularly with external customers and other parties.

Equal Opportunity Employer Statement

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.