Application Support Associate

Calastone is the largest global funds network, connecting the world’s leading financial organisations. Our mission is to reduce complexity, risk and costs, enabling the industry to deliver greater value to investors. 4,500 clients in 57 countries and territories benefit from Calastone’s services, processing over £250 billion of investment value each month. Calastone is headquartered in London and has offices in Luxembourg, Hong Kong, Taipei, Singapore, New York and Sydney.

• Flexibility:
  Hybrid Work Model.
• Your Future:
  Professional Development Reimbursement including access to SS&C University.
• Your Wellbeing:
  Competitive benefits designed to support the wellbeing of our staff.
• Diversity & Inclusion:
  Committed to Welcoming, Celebrating and Thriving on Diversity.
• Training:
  Hands‑On, Team‑Customised throughout your caree.

The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will have specific accountability for Calastone’s production technology systems, for the on‑boarding of clients and for the support of the QA team in testing of new code to enable new products, functionality and clients. The role is supervisory, with management of application support staff on a shift basis.

All aspects of managing a client facing support organization are skills that this job holder will be expected to display.

• Proactively monitor the production services.
• Provide first line support to Calastone’s customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on‑boarding, ensuring smooth transition into production and to enhance the customer’s perception and experience of the Calastone service.
• Work with the Client Delivery team to ensure that they have satisfied all pre‑production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre‑release knowledge of new releases.
• Manage the regular deployment of code releases; liaise with QA and development to prepare for the release, highlight client communications to the Operations Manager and act as the technical lead for these implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastone’s reputation for high‑quality service support and delivery.
• Contribute to all aspects of general business improvement.
• Mentor and manage the junior members of the team.
• Availability for on‑call on an agreed rota basis.

• 3–4 years of experience in application support and operations within a financial environment.
• Working knowledge of at least one of the following instruments:
  Mutual Funds, ETF’s and Money Markets.
• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO
  15022, ISO
  20022, FIX, XML, messaging authentication/ certification techniques and secure FTP environments.
• Experience of project delivery life cycles, in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.

• Ability to remain calm and focused under pressure, while supporting customers, colleagues, and partners to resolve service issues effectively.
• Works well in a collaborative, multi-disciplinary environment.
• Takes initiative and demonstrates accountability in their work.
• Committed to delivering high-quality outcomes and continuous improvement.
• Acts with professionalism, honesty, and integrity in all situations.
• Demonstrates persistence in problem‑solving and seeks to understand root causes.
• Strong attention to detail.
• Reflective and open to feedback, with a willingness to learn and grow.
• Leads by example through actions and collaboration.
• Able to contribute effectively in team discussions and adapt to different communication styles.
• Open to flexible working arrangements,…