Sr. Application Support Engineer

HedgeServ is a leading global fund administrator with more than $450 billion in assets under administration across all investment vehicles including Hedge Funds, Private Equity Funds, UCITS, Hybrid Credit Managers, Funds of Funds and Managed Account Platforms. We optimize our clients’ experience using unique proprietary technology coupled with robotic process automation, intuitive digital programs powered by machine learning, and enhanced by an extensive proprietary transaction data set. HedgeServ’s entrepreneurial and innovative spirit cultivates a productive and agile environment enabling its team to anticipate clients’ needs and consistently deliver solutions in real time. Led by the most experienced team of industry experts, HedgeServ with 1,500+ professionals around the globe expertly provides customizable solutions for their clients’ risk, portfolio management, middle office, investor relations, accounting, regulatory, compliance, and tax services. Since its inception in 2008, HedgeServ has received numerous accolades, including Top Overall Administrator and #1 rankings for Fund Accounting, Reporting & Reporting Technology, Client Service, Investor Services, Alternative Fund Expertise, and Regulatory Expertise.

HedgeServ is a progressive company with continuously evolving ways of working to ensure a future-focused mindset. Our employees benefit from a robust career development framework and clear learning paths which outline career trajectory, training and progression plans. HedgeServ supports employees through a variety of offerings, including remote and hybrid working arrangements, and fully paid comprehensive health and well-being benefits. HedgeServ was recognized as a Next Gen employer by RippleMatch on its list of 100 top workplaces for Generation Z for 2022. HedgeServ operates 13 offices in the United States, Grand Cayman, Ireland, Poland, Bulgaria, Luxembourg, Philippines and Australia.

Job Description

On the Application Support team, we support the core application platforms. Troubleshooting and analyzing issues reported by internal and external users and assisting in the resolution or escalation process.

We support HedgeServ’s Back Office, Front Office, Middle Office, Private Equity, Investor Services, and Treasury teams. As a result, an in-depth knowledge of technical and financial functions is a must. While the support team has established processes and problem-solving guidelines, there will be situations where there are no guidelines and therefore the ability to be innovative is a key requirement.

This is a great opportunity to gain a diverse understanding of the technical aspect of the financial services industry while working in a fast-paced team-oriented environment.

Responsibilities

• Document new processes and guidelines.

• Automate daily business processes using multiple applications, such as Tidal Scheduler.

• Administer Application user accounts.

• Resolve issues and request logged by the application users.

• Perform Level 2 Support functions and serve as an escalation point to Level 1 Service Desk Team, receiving priority incident calls, emails, and messages.

• Troubleshoot bugs, identify gaps in the system for development and propose workable solutions.

• Escalate bugs, code defects, functional queries, and enhancement request to our internal Developers.

• Query database tables to assist in the resolution of issues and requests.

• Coordinate with Dev, Product Management/BA, and DBAs to modify and execute stored procedures or database updates.

• Create, Modify and Troubleshoot Excel Maps using Excel Functions and VBA.

• Analyze infrastructure issues and requests propose solutions and collaborate with infrastructure teams.

• Serve as Incident Manager for Application related outages.

• Develop inter-application system understanding and add value in operational or strategic team discussions.

• On-Call Weekend rotation and Holiday rotation coverage.

• Active participant in Application Support Projects and Tasks.

• Maintain and administer our on-prem and AWS application suite.

• On-board new clients.

Pre-Requisite Knowledge, Skills, and Experience

• Bachelor’s Degree with a Technical focus.

• Amenable to work during US Business hours

• Minimum 5 years of technical support experience, with 2 years in the financial industry.

• Experience supporting on-prem and AWS application environments.

• Strong verbal/written communication skills, attention to detail and well organized.

• Accounting and financial product knowledge.

• Experience supporting Front Office, Back Office, and Middle Office users.

• Experience supporting applications on Windows and Linux platforms.

• Knowledge of Microsoft Excel and VBA for mapping.

• Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other

• Experience working in a team setting, serving as an internal escalation point, and building solutions.

• Programming Language Syntax: MS SQL, Python, VBA, XML, JSON, PowerShell Scripting.

• Experience creating and supporting AWS Step Functions.

• Experience using Kibana and APM for troubleshooting.

• Experience using regular expression.

• Support MS Windows Server 2019 or higher.

• Experience supporting web applications and troubleshooting within the web browser.

• Preferred Certifications: SQL, AWS, ITIL.