FinTech Application Support Engineer: SLA-Driven & Automation

Vichara Technologies; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Vichara Technologies in New York, NY, seeks an experienced IT Helpdesk Specialist to provide hands-on user application support, resolve issues within SLA timelines, and collaborate with the GTS engineering team to keep systems running smoothly.

The role requires a minimum of four years in IT or customer service, strong communication, vendor coordination, and a proactive mindset geared toward continuous improvement in a financial services environment.

Qualifications

• 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

Responsibilities

• Hands-on day-to-day user application support.
• Ensuring issues are addressed within SLA timeframes.
• Troubleshooting issues and identifying root causes with others to remediate.
• Establishing and maintaining 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.
• Identifying recurring production issues and implementing automations/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 production.
• Documenting issues and resolutions in Confluence knowledge base

Skills

End-user support

Vendor management

Communication skills

Problem-solving

IT administration

Stakeholder relations

Tools

Confluence

Job description

Vichara Technologies in New York, NY, seeks an experienced IT Helpdesk Specialist to provide hands-on user application support, resolve issues within SLA timelines, and collaborate with the GTS engineering team to keep systems running smoothly.

The role requires a minimum of four years in IT or customer service, strong communication, vendor coordination, and a proactive mindset geared toward continuous improvement in a financial services environment.