Company Profile:
Charles River provides an end-to-end solution to automate front and middle office investment management functions across asset classes on a single platform. Delivered as a hosted service, the solution improves data quality and investment professional productivity, controls risk and lowers technology costs. Charles River serves more than 350 investment firms in over 40 countries in the institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets. Charles River were acquired by State Street in October 2018.
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.
Key Responsibilities:
- Act as Level 2 support for operational issues related to Charles River IMS applications, ensuring timely resolution of client cases logged in Salesforce.
- Participate in regular client calls to provide updates, clarify queries, and maintain strong client relationships.
- Manage Business Continuity (BC) and Disaster Recovery (DR) processes, including annual DR testing.
- Configure and maintain interfaces for upstream/downstream data flows within CRD infrastructure and external entities; oversee connectivity, testing, and post-go-live support.
- Own and monitor automated batch jobs, ensuring smooth execution and troubleshooting errors in nightly/daily processes.
- Implement proactive monitoring for application errors and optimize batch performance to reduce runtime and chronic alerts.
- Perform import/export troubleshooting, patching CRIMS applications, and production change deployments following CRD/STT change management processes (via ServiceNow).
- Automate database refreshes from Production to Test and support on-demand refresh requests.
- Collaborate with CRD Professional Services, Product Support, and Engineering teams to address bugs, apply workarounds, and implement permanent fixes.
- Support Self-Service Portal (SSP) queries and maintain data archiving/purging processes to optimize production database performance.
- Execute ad hoc and scheduled production changes (e.g., settlement day adjustments, exchange holiday calendar updates).
- Provide support for lower environments for internal CRD usage and client testing prior to production deployment.
- Lead incident management for Sev1 issues (e.g., batch failures, application outages), coordinate stakeholders, and prepare RCA & Preventative Actions reports.
- Join problem management calls and ensure case hygiene across all tickets.
- Design, test, and deploy automated import/export/reporting processes tailored to client needs.
Skills, Experience & Qualifications Required:
- Financial Services experience in Investment Management, Trading, or related systems (Charles River IMS preferred).
- Strong knowledge of MS SQL Server, Oracle, and/or Sybase database configuration and administration.
- Familiarity with servers, operating systems, networks, scripting, XML, programming languages, job scheduling, system monitoring, and DR/BC processes.
- Excellent customer service, troubleshooting, and communication skills (verbal and written).
- Ability to collaborate across internal teams and external vendors to deliver seamless client service.
- Bachelor’s degree in Computer Science, IT, Financial Engineering, Engineering, Economics, Mathematics, or related discipline preferred.
- Minimum 3+ years of relevant industry experience.
