Operations Manager, Technical Support Team; PA-CAL-Q4-001

Job Description

Operations Manager, Technical Support Team

Location
:
Denver, CO | Hybrid

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

SS&C is hiring an Operations Manager to support Calastone’s production services through a pending acquisition, ensuring stability pre-close and scalable run-state post-close. This role will oversee US production services for the Calastone portfolio, owning stability, first-line assistance, complex incident management, and service governance.

• Flexibility
  :
  Hybrid Work Model and Business Casual Dress Code, including jeans
• Your Future: 401k Matching Program, Professional Development Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Sick Leave, Paid Holidays
• Your Wellbeing: Medical, Dental, Vision, Employee Assistance Program, Parental Leave
• Wide Ranging Perspectives: Committed to Celebrating the Variety of Backgrounds, Talents and Experiences of Our Employees
• Training: Hands-On, Team-Customized, including SS&C University
• Extra Perks: Discounts on fitness clubs, travel and more!

• Lead and mentor the US Operations team supporting the Calastone business, strengthening capability, performance, and delivery of operational objectives.
• Proactively monitor production services to ensure reliability, stability, and performance; own first-line assistance to internal and external customers and drive timely, accurate issue resolution.
• Run service governance and knowledge-sharing rhythms to close skill gaps; partner with Operations leadership and Service Transition to increase first-line resolution rates.
• Build and maintain executive-level client relationships through proactive engagement, service reviews, and escalation management; identify service optimization opportunities and communicate them to senior management.
• Act as the escalation point for complex regional referrals and as incident manager for service incidents, driving structured investigation, root-cause analysis, and rapid resolution.
• Coordinate code releases and client communications with QA and Development; validate pre-production checks and standards prior to release.
• Partner with implementation teams to capture production requirements during client setup and ensure smooth transition into live operations.
• Coordinate with customers, internal technical teams, and data-center providers during implementations with clear, efficient communication.
• Contribute to continuous improvement through process optimization, automation, and adoption of best practices.
• Participate in an on-call rotation; support offset coverage for East and West Coast operations.

• Significant experience in incident management, application support, and operations in a client-facing financial services environment.
• Ability to serve as Change Manager; strong knowledge of ITIL 4 Change Enablement practices.
• Demonstrated experience across project delivery life cycles using industry best practices; broader ITIL knowledge beneficial.
• Familiarity with transactional or real-time banking services; exposure to Liquidity Portals, Money Markets, or Mutual Funds is advantageous.
• Technical proficiency across databases/SQL, MQ, SWIFT, ISO 15022/20022, FIX, XML, authentication/certification, and secure FTP.
• Experience with Salesforce or a similar CRM platform.
• Calm, professional presence under pressure; inclusive leadership, strong communication, and high attention to detail.