Company Description Vichara is a Financial Services focused products and services firm headquartered in NY and building systems for some of the largest i-banks and hedge funds in the world. Job Description Primary Responsibilities • Hands-on day-to-day user application support • Ensuring issues are addressed within specified SLA timeframes • Troubleshooting issues and working with others to ensure root causes are identified and remediated • Establishing and maintaining key relationships with business stakeholders • Communicating with external vendors and Fund Administrators when issues arise • Proactively monitoring system activities (jobs, machine resources etc.) to ensure smooth operation • Identify recurring production support items and executing on recommended automations/validations/health checks to eliminate these issues • Maintaining application, server and environment configurations • Enforcing data, security, application, integration and operational standards and policies • Working closely with the GTS engineering team in transitioning new systems or upgrades to the production environment • Documenting issues and resolutions in Confluence knowledge base Qualifications Professional Experience • Minimum 4 years of relevant IT experience in customer service or helpdesk/application support required • Strong experience providing end-user/business-facing white glove support • Self-motivated and interested in understanding business user needs to drive efficiency and a culture of continuous improvement • Experience with application administration (monitoring, managing system configuration and working with infrastructure/development teams) • Prior experience in financial services preferred (especially credit & private equity) • Experience working with multiple application and staffing vendors • Excellent communication, collaboration and interpersonal skills • Ability to proactively identify issues and work with delivery teams to mitigate risks • Capable of driving vendors to deliver against goals in difficult situations (limited resources, tight timelines, small budgets) • Understanding of fund and portfolio management business practices and processes, including knowledge of alternative asset fund raising, accounting practices and legal entity/partnership concepts highly desirable Additional Information