Application Support Specialist

Atlantic Partners Corporation; New York (NY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Atlantic Partners Corporation seeks an experienced Application Support Manager to lead day-to-day support and administration of several critical business applications. This newly created role will establish a centralized support function for investment, treasury, and finance platforms while ensuring exceptional service levels for business users.

The successful candidate will oversee offshore resources, manage vendor relationships, drive continuous improvement, and provide executive reporting on

Qualifications

• 7+ years of application support, production support, or business systems experience.
• Experience within asset management, hedge funds, family offices, private equity, or financial services.
• Previous experience leading or mentoring application support teams.
• Strong understanding of incident management, change management, and production support best practices.
• Experience working with offshore support teams and managed service environments.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced production environment.

Responsibilities

• Lead the operational support of business-critical applications, including investment management, treasury, and ERP platforms.
• Manage application incidents, service requests, enhancements, and production issues.
• Build and lead a team consisting of onshore and offshore application support professionals.
• Establish and monitor SLAs, response times, and operational KPIs.
• Prioritize incoming requests and coordinate work across internal teams, vendors, and consultants.
• Manage vendor relationships and third-party support providers.
• Coordinate application upgrades, testing, releases, and production deployments.
• Develop support processes, documentation, knowledge articles, and operational procedures.
• Identify opportunities for automation and process improvement.
• Provide executive reporting on ticket volumes, service metrics, recurring issues, and system health.
• Support future implementations and onboarding of additional business applications.

Skills

Leadership

Incident management

Stakeholder management

Communication skills

Team mentoring

Offshore collaboration

Tools

Microsoft Dynamics 365 Business Central

Wall Street Office

Kariba

Other financial platforms

Job description

Location

New York City (Hybrid)

About the Opportunity

A leading investment management organization is seeking an experienced Application Support Manager to lead the day-to-day support and administration of several critical business applications. This newly created position will establish and manage a centralized application support function responsible for maintaining the firm's investment, treasury, and finance platforms while ensuring exceptional service levels for business users.

The successful candidate will serve as the primary point of contact for application support, oversee offshore support resources, manage vendor relationships, and drive continuous improvement across the support organization.

Responsibilities

• Lead the operational support of business-critical applications, including investment management, treasury, and ERP platforms.
• Manage application incidents, service requests, enhancements, and production issues.
• Build and lead a team consisting of onshore and offshore application support professionals.
• Establish and monitor service level agreements (SLAs), response times, and operational KPIs.
• Prioritize incoming requests and coordinate work across internal teams, vendors, and consultants.
• Manage vendor relationships and third-party support providers.
• Coordinate application upgrades, testing, releases, and production deployments.
• Develop support processes, documentation, knowledge articles, and operational procedures.
• Identify opportunities for automation and process improvement.
• Provide executive reporting on ticket volumes, service metrics, recurring issues, and system health.
• Support future implementations and onboarding of additional business applications.

Experience

Experience supporting one or more of the following is highly desirable:

• Microsoft Dynamics 365 Business Central
• Wall Street Office
• Kariba
• Other investment management, treasury, accounting, or financial operations platforms

Qualifications

• 7+ years of application support, production support, or business systems experience.
• Experience within asset management, hedge funds, family offices, private equity, or financial services.
• Previous experience leading or mentoring application support teams.
• Strong understanding of incident management, change management, and production support best practices.
• Experience working with offshore support teams and managed service environments.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced production environment.