Application, Infrastructure & Service Management, AVP

State Street•Burlington, MA

5d•$90,000 - $157,500•Onsite

About The Position

This role is within Tech Support and involves responding to technical assistance requests, diagnosing software issues, analyzing problems, and working closely with engineering/QA teams. The position requires identifying and testing workarounds, researching third-party software issues, and following standard procedures. A key aspect is managing sensitive issue-related situations that impact customer perception and contributing to the continuous improvement of support processes. The role also involves managing special projects, maintaining detailed logs of customer interactions, and preparing resolution reports. A strong eagerness to learn new skills and technologies is essential.

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.
Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS)
Proven ability to partner with various internal departments to deliver superior customer service.
Experience in MS SQL Server, Oracle, and/or Sybase database configuration, operations, and basic administration functions.
Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
Bachelor’s degree and 0-2 years experience in a technical support or analytical discipline such as Computer Science, IT, Financial Engineering, Engineering, Science, Economics, Math or Statistics preferred.
Minimum of 5 years’ relevant industry experience.
Bachelor’s degree in a technical or analytical discipline such as Computer Science, IT, Financial Engineering, Engineering, Science, Economics, Math’s or Statistics preferred.

Nice To Haves

Understanding of the Trading Life Cycle is a plus and System Development Life Cycle.
Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.

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

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
inclusive development opportunities
flexible work-life support
paid volunteer days
vibrant employee networks