Charles River Development (CRD) is a rapidly growing and profitable financial software and services firm operating as part of State Street and integral to the Alpha product set. Customers include the world’s top investment management, wealth management, banking, and insurance firms. Application Support Engineer provides operational/application support to CRD customers and internal business functions to minimize the adverse impact of incidents and problems on the customer and prevent recurrences of issues.
Role and Responsibilities
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
Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues.
Meet quarterly with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng.
Package issues, work to date and associated information for efficient escalation to Engineering, Product Management or both.
Act as the entry point for new product introduction to SaaS infrastructure and provide feedback to possible deployment and operations issues.
General Requirements
Minimum 8 years of Financial / Software Services industry background with financial market information systems preferred.
At least five (5) years of experience on the Charles River application
Proven ability to partner with various internal departments to deliver superior customer service.
Have an established successful Client Management and Support record of accomplishment.
Front, Middle and Back Office, as well as instrument type knowledge across equities, fixed income, derivatives, FX etc.
Demonstrated ability to face up to client C-Level management, using a hands-on approach, in major and medium sized corporations.
Understanding of multi-tier technical architectures and relational database structures. Familiarity with SQL, FIX, Crystal Reports, messaging, and web services a plus.
Exposure to one or more structured programming languages
Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
Qualifications
Bachelor’s Degree from a university or college in Business Management, Economics, Finance, Computer Science, Engineering or the like.
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
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State Street Melbourne, Victoria, AUS Office
120 Collins Street, 5th Floor, Melbourne, Victoria , Australia, 3000
