Lead Platform Support Engineer

SS&C Technologies • Union, NJ

294d • Hybrid

About The Position

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology. The SS&C Private Markets Technology organization supports the world's largest Fund Administration Business with nearly $1T in Assets Under Administration (AUA). We've recently embarked on multiple multi-year initiatives to enhance our existing processing capabilities and develop entirely new next-generation platforms that automate, scale, and enhance our industry-leading business to drive growth, service efficiency, and client engagement through technology. The Application Support Team is responsible for enhancing and managing a 'best-in-class,' global 24x7 application and user support model, which is appropriate for the growing global footprint of the SS&C Private Markets business. This entails ongoing support process reviews and enhancements, continuous assessment and improvement of our monitoring processes, and the use of effective troubleshooting techniques to provide a reliable, robust, and effective technology operating environment for the SS&C Private Markets business.

Requirements

• 10+ years of experience in platform support, system administration, or a related field, with at least 2 years in a leadership or team lead role.
• Experience with SOC-2 compliance and secure deployment practices.
• Deep knowledge of Windows/Linux/Unix systems, and networking.
• Experience with automation tools and scripting (PowerShell, Bash, SaltStack, Terraform).
• Knowledge of CI/CD pipelines and deployment processes (GitHub Actions, Azure DevOps).
• Strong troubleshooting skills with experience in debugging complex platform issues.
• Thorough understanding of the processes and procedures required to support a 24x7, 'follow-the-sun' support model.
• Familiarity with monitoring tools (Prometheus, Grafana, Azure Monitor & Performance Insights).
• Strong communication skills with the ability to convey technical issues to non-technical stakeholders.
• Excellent leadership, problem-solving, and conflict resolution abilities.
• Willingness to work outside of normal business hours, including weekends, as part of a support role.

Nice To Haves

• Bachelor's degree in computer science, Engineering, or a related field.
• Strong background in database deployments and monitoring (MS SQL Server, schema migrations, backups, performance tuning).
• Strong background in .NET application support (.NET 6 and 8, ASP.NET).
• Experience troubleshooting NATs/Jetstream messaging.
• Strong experience with IAC tools (Terraform).
• PMP Certification.
• Experience in the financial services industry.

Responsibilities

• Act as the escalation point for high-priority incidents, troubleshoot complex platform issues, and manage incident resolution to minimize downtime.
• Monitor platform performance and proactively identify and resolve potential issues to ensure optimal uptime and reliability.
• Conduct thorough root cause analysis for recurring issues, implementing permanent fixes, and improving platform stability.
• Work closely with product, engineering, and DevOps teams to identify, diagnose, and resolve platform-related issues in a timely and efficient manner.
• Drive automation initiatives to improve operational efficiency, streamline support processes, and reduce manual interventions.
• Maintain classic and YAML-based Azure DevOps Release Pipelines, ensuring robust CI/CD processes are in place.
• Manage reviews and deployments of Terraform (custom provider environment) and SaltStack states to ensure consistency and efficiency in infrastructure management.
• Oversee and enforce the Change Control process, ensuring all platform updates, infrastructure changes, and deployments follow established approval workflows, risk assessments, and rollback strategies to maintain system stability and compliance.
• Maintain detailed documentation of platform issues, troubleshooting steps, and resolutions. Provide regular reports on platform health, incident trends, and support KPIs to senior management.
• Co-ordinate the planning and execution of application/infrastructure releases and configuration changes.
• Stay up to date with emerging technologies, tools, and best practices to continuously improve platform support processes and capabilities.
• Oversee security and compliance adherence in application deployment and infrastructure management.

Benefits

• Hybrid Work Model and Business Casual Dress Code, including jeans.
• 401k Matching Program, Professional Development Reimbursement.
• Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays.
• Medical, Dental, Vision, Employee Assistance Program, Parental Leave.
• Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees.
• Hands-On, Team-Customized Training, including SS&C University.
• Discounts on fitness clubs, travel and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree