Application Support Engineer

Vichara

$90K — $110K *
Finance & Insurance
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 4+ years in IT customer service or application support
  • Extensive experience in high-touch user support
  • Motivated to improve efficiency and user experience
  • Knowledge in application administration and system configuration
  • Preferred experience in financial services, particularly credit and private equity
  • Strong vendor management skills

Responsibilities

  • Provide daily user application support
  • Ensure issues are resolved within SLA
  • Troubleshoot and identify root causes of issues
  • Build relationships with business stakeholders
  • Communicate effectively with external vendors
  • Monitor system activities for optimal operation
  • Document issues and resolutions in knowledge base

Benefits

  • Work in a collaborative environment
  • Professional development opportunities
  • Engage in a culture of continuous improvement
  • Access to industry-leading technology
  • Flexible working arrangements
Full Job Description
Job Description

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


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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