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Enterprise Application Support Manager



Customer Service
Chicago, IL, USA
Posted on Thursday, August 31, 2023
Enfusion is a pioneer in developing innovative, native cloud investment management software, analytics, and managed services for asset managers and hedge funds around the globe. We underpin the investment operations of fund managers from our global offices spanning four continents. Our unique, seamless, SaaS-based platform is reshaping the global investment operations landscape by removing traditional information boundaries and uniting the front-, middle- and back-office into one system, with one unified data set.
Passionate about client service, we complement our software solutions with expert middle- and back-office managed services. In fact, we've been recognized as Best Managed Services Provider at the HFM EU Services Awards. We help fund managers around the world streamline their operations, mitigate risk, and improve transparency and reporting so they can confidently focus on what they do best – invest.

As a company, we’re absolutely committed to the growth, development, and well-being of our people. Enfusion is where you can pursue your passion, showcase and further develop your skills, and launch a meaningful and rewarding career. If you're looking for a culture that is inclusive, collaborative, entrepreneurial, values diversity, fosters and rewards creative exploration, and strives to continually exceed client expectations then we're looking forward to hearing from you.
Learn more about Enfusion by visiting www.enfusion.com and apply today!

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
• Competitive compensation
• Company paid medical insurance
• Generous PTO package
• Entrepreneurial environment
• Catered lunch every Wednesday
• Small team with growth opportunity
Enfusion offers a competitive compensation and benefits package, retirement and pension plans, and generous Paid Time Off policy; and paid parental leave. Other perks include commuter benefits, and an employee assistance program. All benefits and programs are subject to applicable eligibility requirements.
Enfusion is fully committed to providing equal employment opportunity to job applicants and employees in recruitment, hiring, employment, compensation, benefits, promotions, transfers, training, and all other terms and conditions of employment. Enfusion will not discriminate on the basis of age, race, color, gender, marital status, sexual orientation, gender identity, pregnancy, national origin, religion, veteran status, physical or mental disability, genetic information, creed, citizenship or any other status protected by laws or regulations in the locations where we do business. We endeavor to maintain a drug-free workplace.