Application Support Manager

Job Description

The Application Support Manager will work with the Support, Development, Engineering and Business organizations to ensure that the applications function and perform as designed. We support the core application platforms. Troubleshooting and analyzing issues reported by internal and external users and assisting in the resolution or escalation process. Our users consist of external clients, HedgeServ’s Back Office, Front Office, Middle Office, Private Equity, Investor Services, and Treasury teams. As a result, an in-depth knowledge of technical and financial functions is a must. While the support team has established processes and problem-solving guidelines, there will be situations where there are no guidelines and therefore the ability to be innovative is a key requirement.

This is a great opportunity to gain a diverse understanding of the technical aspect of the financial services industry.

Role Responsibilities

• Partner and build relationships with stakeholders and business leaders.
• Collaborate with IT leadership on strategic planning, implementation, and daily operations.
• Define and generate management reports.
• Manage and coordinate successful project and task implementations.
• Define and achieve team goals and mentor engineers to do the same.
• Understand, define, implement, and manage audit requirements, with a focus on SOC.
• SME for our proprietary applications, stack, workflow processing and enterprise implementations.
• Delegate and function as an escalation point for team members.
• Automate daily business processes using multiple applications.
• Query database tables to assist in the resolution of issues and requests.
• Troubleshoot bugs, identify gaps in the system for development and propose workable solutions.
• Manage application user entitlements, including setting up users and building controls.
• Resolve issues and requests logged by the application users in an effective manner.
• Document new processes and guidelines.
• Analyze infrastructure issues and requests, propose solutions, and collaborate with infrastructure teams.
• 24/7 Follow the Sun support model, including Holiday coverage and weekend rotation.

Pre-Requisite Knowledge, Skills, and Experience

• Bachelor’s Degree with a Technical focus or equivalent certifications.
• Minimum 5 years of App Support experience in FinTech.
• Minimum 2 years of management experience.
• Minimum 2 years of experience supporting applications running in AWS and Kubernetes.
• Programming Language Syntax: SQL, Python
• Operating Systems, Windows Desktop/Server, Linux
• Experience supporting web base applications, with knowledge on using browser developer tools.
• Strong verbal/written communication skills, attention to detail and well organized.
• AWS Cloud Practitioner or Solutions Architect certification.
• Certifications: MCSA, ITIL, SQL
• Knowledge of MS Excel and VBA for ETL processing.
• Knowledge of XML, JSON, Batch and PowerShell Scripting.
• Experience with ELK and APM or an alternative log aggregation and analytics tools.
• Strong accounting and financial product knowledge.
• Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other.