Application, Infastructure and Service Management
About The Position
This role focuses on Application, Infrastructure, and Service Management within Tech Support and ASE level work. The Tech Support aspect involves responding to technical assistance requests, diagnosing software issues, analyzing problems, and collaborating with engineering/QA teams. It also includes researching third-party software issues, following standard procedures, contributing to process improvements, and managing sensitive customer-impacting situations. The ASE level work entails delivering escalation services for complex technical, functional, and operational issues, leveraging deep CRIMS, domain, and infrastructure experience with advanced diagnostic skills. This includes handling highly sensitive issues, providing management-level thinking, and feeding back operational and support issues to Product Engineering. The role also acts as an entry point for new product introductions to the SaaS infrastructure, packaging issues for escalation, and contributing to environment sizing and configuration documents for Azure migrations. Heavy involvement in application monitoring tool assessment and current observability efforts is also expected.
Requirements
- Experience with one or more structured programming languages.
- Experience with development tools.
- Strong hands-on SQL experience, and the fundamentals of relational database theory.
- Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset.
- Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues.
Nice To Haves
- Understanding of the Trading Life Cycle is a plus and System Development Life Cycle.
Responsibilities
- Respond to requests for technical assistance via Teams, Email.
- Diagnose software issues and recommend the appropriate solution.
- Analyze problems, answer questions, and provide training as needed.
- Work closely with engineering/QA teams.
- Identify and test workarounds for deficiencies in the software.
- Research issues with third party software.
- Follow standard set of procedures and methods when responding to customer requests or inquiries.
- Contribute to the continuous enhancement and improvement of support processes and methods.
- Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
- Conduct research on questions and issues using available information resources and other product specialists.
- Manage special projects as needed.
- Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Complete any other tasks as assigned.
- Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues.
- Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities.
- Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems.
- Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng.
- Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues.
- Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both.
- Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem.
- Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts.
Benefits
- generous medical care
- insurance
- savings plans
- flexible Work Program
- development programs
- educational support
- retirement savings plan (401K) with company match
- insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages
- paid-time off including vacation, sick leave, short term disability, and family care responsibilities
- access to our Employee Assistance Program
- incentive compensation including eligibility for annual performance-based awards
- eligibility for certain tax advantaged savings plans
- flexible work-life support
- paid volunteer days
- matching gift program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
