Application, Infrastructure & Service Management, Officer
Core
Provide technical support, diagnose software issues, and manage complex operational escalations for CRIMS trading systems and SaaS infrastructure.
Role type
Senior IC application infrastructure and service management officer
Builds
Support processes, resolution reports, environment sizing/configuration documents, and observability assessments
Domain
Financial services investment management and trading systems
Required skills
Structured programming languages, SQL, relational database theory, complex technical problem solving, analytical mindset
Preferred skills
Financial services investment management/trading systems experience, MS SQL Server/Oracle/Sybase administration, servers/OS/networks/scripting/XML, system monitoring/disaster recovery
Technologies
CRIMS, MS SQL Server, Oracle, Sybase, Azure, RAX, ON-Prem, SaaS infrastructure
Responsibilities
Respond to technical assistance requests via Teams/Email, diagnose software issues and recommend solutions, analyze problems and provide training, work closely with engineering/QA teams, identify and test workarounds for software deficiencies, research third-party software issues, follow standard procedures for customer inquiries, contribute to support process enhancements, handle sensitive issue situations, conduct research using available resources, manage special projects, maintain detailed logs of customer interactions and prepare resolution reports, deliver escalation services for complex CRIMS issues, provide feedback to Product Engineering on operational issues, act as entry point for new product introduction to SaaS infrastructure, package issues for escalation, create environment sizing and configuration documents for Azure migrations, participate in application monitoring tool assessment and observability efforts
Seniority
Mid-level, hands-on IC