Enterprise Application Support Manager

Enterprise Application Support Manager

The Team:

We’re a team of technology centric individuals that strive to reduce the burden on our clients by providing a homegrown front-to-back platform that streamlines client processes in a single frame of reference. The team works in a collaborative environment with development and business professionals to ensure client issues are handled from a holistic viewpoint so that feasibility and scalability are at the forefront of every solution. Imagine being a key member driving the shape and function of the platform which thousands of clients rely upon each day for their trading needs.  

The Role:

In this role, you will act as a liaison between our client-facing teams and internal development. The purpose of this role is to oversee tier I & II technical support. This will require knowing how to diagnose, judge the criticality, and establish the scope of the issue in real-time. Along with having an in-depth understanding of how the product works. 

What You’ll Do:

• Deploy and provide application support for industry leading investment management platforms running on Unix/Linux platforms. 
• Investigate issues and escalate to the proper development teams. 
• Learn and become the technology expert behind how the system works. 
• Will be the escalation point for major platform issues.
• Assess patterns in support tickets, requests and alerts helping increase efficiencies of training and support. 
• Identify and implement areas for process improvement.
• Work with development to forecast severity of issues and throughput for fixing issues across teams. 
• Maintain awareness of issue status after handing off to other teams.
• Provide root cause analysis as required internally. 
• Oversee response to monitoring and support issues.
• Perform coaching and regular 1:1 with all members of your team.
• Maintain working relationships with other development teams and client facing teams.

What You’ll Need:

• Computer Science/Engineering background (or related)
• Exposure and experience to finance (preferred)
• Strong critical thinking skills
• Comfortable with Linux CentOS and Linux Mint and Bash scripting
• Ability to read and understand Java source code
• Basic Networking (DNS, packet loss, etc)
• Ticketing system experience (Jira/Zendesk/Logs experience etc)
• Comfortable working remote during off hours and participate in shift rotations 
• Good communication, both verbally and written
• Ability to work with global teams (EMEA, APAC, US)
• Process driven mentality
• Ability to focus on incident response and management 
• Keep track of incidents and support trends
• Provide ongoing training and development to team
• 6-8 years of experience managing production support of mission critical IT application
• Excellent leadership qualities to engage and manage stakeholders
• Self-motivated and thrive in a demanding work environment