Product Support - Senior Manager

Job Description

Who we are looking for

Charles River Development is rapidly growing its Software-as-a-Service platform. We are looking for a hands-on, well rounded solution and support engineer for our growing Infrastructure Support team. This team is responsible for the design, administration, and daily operation of critical systems used to support our clients' Production, Disaster Recovery, and Test environments. The team also helps to develop new support services and architects our core infrastructure. We offer an opportunity for talented and driven individuals to get on board with an organization that values personal initiative and growth.

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

• Respond to requests for technical assistance via phone, email or in person (remotely or on-site).
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions and provide training related to the software.
• Identify and test workarounds for bugs or deficiencies in the software.
• Research issues dealing with third party software.
• Follow a standard set of procedures and methods when responding to customer requests or inquiries.
• Conduct research on questions and issues using available information resources and other product specialists.
• Contribute to the continuous enhancement and improvement of support processes and methods.
• Successfully handle "sensitive" issue related situations that affect the perception of how CRD resolves customer problems.
• Manage special projects as required.
• Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other related task as assigned.

• 12+ years overall work experience in the world of Financial Technology
• Four (4) year degree in a technical field such as Finance, Economics, Financial Engineering, Mathematical Finance or another relevant field
• MBA or CFA or FRM is preferable
• Thorough understanding of Trade Life Cycle and System Development Life Cycle
• Experience in the Charles River application or any Order Management and Execution Management Systems is preferred
• Prior trading support, Middle and Back Office Operations, Fund Accounting or Trading experience is highly preferred.
• Advanced working knowledge of Fixed Income, Derivative and Equity financial instruments
• Prior experience of interacting with Portfolio Managers, Traders, Brokers is preferred
• Strong communication and interpersonal skills, written and oral; confident in interaction with senior stakeholders.
• Strong analytical skills including process analysis. Very strong interest in the underlying detail of the analysis is a must.
• Demonstrate excellent process and project management skills.
• Ability to organize, prioritize, balance key tasks and manage time effectively.
• Comfortable facilitating project working groups and possesses strong data gathering skills.
• Must be customer driven, have the ability to work within a team environment, and be focused on providing a high quality of service to the customer.
• Good understanding of SQL

• Involves work of a general office nature usually performed in a stationary position (E.G. sitting or standing) such as answering the phone, operation of a computer, and/or operation of a photocopier.
• Involves movement between departments to facilitate workflow.

• Interfaces regularly in both verbal and written form with all levels of professionals.
• Interfaces regularly with external customers and other parties.

• Reports to Team Lead or Manager in SaaS Operations, who provides supervision, guidance and evaluates work performance on a periodic basis.