Enterprise Application Support Manager
Enfusion
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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
The salary for this position is $120,000 - $140,000 + bonus + benefits.
*Note: This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings.
Perks of working for Enfusion