Application Support Engineer

Vichara Technologies, Inc.; New York (NY); On-site; USD 130,000 - 140,000; Full time

Job summary

Vichara Technologies, Inc. in New York seeks an experienced production support professional to ensure the reliability of critical financial services applications and adherence to SLA commitments.

You will troubleshoot issues, coordinate with engineering and vendors, maintain a knowledge base, and provide white-glove end-user support across business units to drive continuous improvement.

Qualifications

• Minimum 4 years of IT experience in customer service or helpdesk.
• Strong end-user white glove support experience.
• Self-motivated and business-focused.
• Experience with application administration and collaboration with infra/dev teams.
• Experience in financial services preferred (credit & private equity).
• Experience with multiple application and staffing vendors.
• Excellent communication and collaboration skills.
• Ability to proactively identify issues and mitigate risks with delivery teams.
• Capable of driving vendors to meet goals despite constraints.
• Understanding of fund and portfolio management processes is desirable.

Responsibilities

• Ensuring issues are addressed within specified SLA timeframes
• Troubleshooting issues and working with others to ensure root causes are identified and remediated
• Establishing and maintaining key relationships with business stakeholders
• Communicating with external vendors and Fund Administrators when issues arise
• Proactively monitoring system activities (jobs, machine resources etc.) to ensure smooth operation
• Identify recurring production support items and executing on recommended automations/validations/health checks to eliminate these issues
• Maintaining application, server and environment configurations
• Enforcing data, security, application, integration and operational standards and policies
• Working closely with the GTS engineering team in transitioning new systems or upgrades to the production environment
• Documenting issues and resolutions in Confluence knowledge base

Skills

End-user support

Vendor management

SLA compliance

Problem solving

Communication

Tools

Confluence

Job description

• Compensation: USD 130,000 - USD 140,000 - yearly

Company Description

Vichara is a Financial Services focused products and services firm headquartered in NY and building systems for some of the largest i-banks and hedge funds in the world.

Job Description

Primary Responsibilities

• Ensuring issues are addressed within specified SLA timeframes
• Troubleshooting issues and working with others to ensure root causes are identified and remediated
• Establishing and maintaining key relationships with business stakeholders
• Communicating with external vendors and Fund Administrators when issues arise
• Proactively monitoring system activities (jobs, machine resources etc.) to ensure smooth operation
• Identify recurring production support items and executing on recommended automations/validations/health checks to eliminate these issues
• Maintaining application, server and environment configurations
• Enforcing data, security, application, integration and operational standards and policies
• Working closely with the GTS engineering team in transitioning new systems or upgrades to the production environment
• Documenting issues and resolutions in Confluence knowledge base

Qualifications

Professional Experience

• Minimum 4 years of relevant IT experience in customer service or helpdesk/application support required
• Strong experience providing end-user/business-facing white glove support
• Self-motivated and interested in understanding business user needs to drive efficiency and a culture of continuous improvement
• Experience with application administration (monitoring, managing system configuration and working with infrastructure/development teams)
• Prior experience in financial services preferred (especially credit & private equity)
• Experience working with multiple application and staffing vendors
• Excellent communication, collaboration and interpersonal skills
• Ability to proactively identify issues and work with delivery teams to mitigate risks
• Capable of driving vendors to deliver against goals in difficult situations (limited resources, tight timelines, small budgets)
• Understanding of fund and portfolio management business practices and processes, including knowledge of alternative asset fund raising, accounting practices and legal entity/partnership concepts highly desirable

Additional Information

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