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 IT Production Support specialist to ensure timely resolution of incidents and maintain critical financial services applications.

You will partner with business stakeholders, manage vendor relationships, and drive improvements in operations, automation, and security across our production environment. Ideal candidates have experience with financial services, credit or private equity, and a proactive mindset to prevent issues before they

Qualifications

• Minimum 4 years of IT experience in customer service or helpdesk/support.
• Strong experience providing end-user/business-facing white-glove support.
• Self-motivated with drive to understand business user needs and improve processes.
• Experience with application administration (monitoring, configuration, coordinating with infra/dev teams).
• Prior experience in financial services, especially credit or private equity, is preferred.
• Experience coordinating with multiple 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 challenging situations.
• Understanding of fund and portfolio management, including asset fundraising, accounting and partnership concepts, is desirable.

Responsibilities

• Ensure issues are addressed within SLA timeframes
• Troubleshoot issues with cross-functional teams to identify root causes
• Establish and maintain relationships with business stakeholders
• Communicate with external vendors and fund administrators when issues arise
• Proactively monitor system activities to ensure smooth operation
• Identify recurring production issues and drive automations/health checks
• Maintain application, server and environment configurations
• Enforce data, security, and integration standards
• Collaborate with GTS engineering during transitions of new systems/upgrades
• Document issues and resolutions in Confluence knowledge base

Skills

White-glove support

Communication skills

Vendor management

Problem solving

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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