Provide hands-on business application support, troubleshoot and resolve issues within SLAs, monitor systems, manage configurations, coordinate with vendors and engineering teams, identify automation opportunities, enforce operational standards, and document resolutions. The role requires strong stakeholder communication, application administration experience, and knowledge of financial services and fund management processes.
Company Description
Vichara is a Financial Services focused products and services firm headquartered in NY and building systems for some of the largest i-banks and hedge funds in the world.
Job DescriptionPrimary 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
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