Background
A client-facing, business and technical staff position responsible for all aspects of managing production Charles River IMS systems for multiple Clients as part of the Charles River Software as a Service (Saas) offerings which includes Application Management for hosted and non-hosted clients.
Responsibilities:
- This is a highly technical position (L3/L4 Support).
- Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities to provide root cause analysis of software issues and recommend the appropriate solutions.
- Work closely with engineering, QA and product management teams; identify and test workarounds for deficiencies in the software.
- Heavy involvement with the current Observability efforts using Dynatrace.
- Successfully handle “sensitive” issue related situations that affect the perception of how CRD resolves customer problems.
- Conduct research on questions and issues using available information resources and other product specialists.
- Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Complete any other tasks as assigned.
Skills:
- Demonstrated history of solving complex technical problems and strong analytical mindset.
- Ability to write scripts (SQL, etc.) for automation of certain tasks.
- Hands-on SQL experience, and the fundamentals of relational database theory.
- Hands-on Dynatrace experience is a big plus. Same with SolarWinds tool.
- Experience in C#/.Net or Java is highly preferred
- Prior development experience is also very helpful with this position.
- Communication skills to explain complex problems and solutions in technical and business terms.
Skills, Experience & Qualifications Required:
- Experience with Financial Services Investment Management, Trading or related systems highly preferable ( e.g. Charles River IMS)
- Proven ability to partner with various internal departments to deliver superior customer service.
- Any experience with the following is preferred: servers, operating systems, networks, scripting, XML, programming languages, job scheduling software, system monitoring software and disaster recovery/business continuity.
- Excellent customer service skills, technical troubleshooting skills, and interpersonal, verbal, and written communication skills.
- Bachelor’s degree in a technical or analytical discipline
- Minimum of 3+ years’ relevant industry experience
