Application Support Engineer

Primary Responsibilities

• Hands-on day-to-day user application support
• 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

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