Application, Infrastructure and Service Management, AVP

Job Description

• Respond to requests for technical assistance via Teams, Email. There may be minimal travel involved.
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions, and provide training as needed.
• Work closely with engineering/QA teams.
• Identify and test workarounds for deficiencies in the software.
• Research issues with third party software.
• Follow standard set of procedures and methods when responding to customer requests or inquiries.
• 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.
• Conduct research on questions and issues using available information resources and other product specialists.
• Manage special projects as needed.
• Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other tasks as assigned.
• String eagerness in learning new skills, technology.

• Respond to requests for technical assistance via Teams, Email. There may be minimal travel involved.
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions, and provide training as needed.
• Work closely with engineering/QA teams.
• Identify and test workarounds for deficiencies in the software.
• Research issues with third party software.
• Follow standard set of procedures and methods when responding to customer requests or inquiries.
• 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.
• Conduct research on questions and issues using available information resources and other product specialists.
• Manage special projects as needed.
• Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other tasks as assigned.
• String eagerness in learning new skills, technology.

• Experience with one or more structured programming languages. Experience with development tools.
• Strong hands-on SQL experience, and the fundamentals of relational database theory.
• Understanding of the Trading Life Cycle is a plus and System Development Life Cycle.
• Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset.

• Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues.
  • Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities.
  • Handle the most “sensitive” issues related situations that affect the perception of how CRD resolves customer problems.
  • Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues.
  • Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng.
  • Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues.
  • Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both.
  • Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem.
  • Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts.

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