We are reaching out to individuals who possess strong application support experience in a financial services environment, a solid understanding of credit or lending workflows, and a proven ability to partner with business users to resolve issues quickly and effectively.
Responsibilities:
- Serve as the primary escalation point for issues across internal private credit applications, including loan origination systems, portfolio management tools, credit analysis platforms, and financial reporting systems.
- Lead end-to-end incident management: triage, root cause analysis, resolution, and post-mortem documentation with clear corrective action plans.
- Partner with product team to understand business workflows and translate user-reported issues into actionable technical investigations.
- Maintain and enforce SLA targets; proactively monitor application health and alerting pipelines to detect and address issues before they impact business operations.
- Manage and resolve data quality issues, reconciliation discrepancies, and integration failures across connected systems (e.g., loan management, accounting, and reporting platforms).
- Develop and maintain run books, support documentation, and automation scripts to reduce mean time to resolution and eliminate recurring manual effort.
- Identify patterns in incidents and champion permanent fixes through close collaboration with the development team.
- Participate in application release management: validate changes in non-production environments, execute deployment run books, and coordinate rollbacks as needed.
- Manage relationships with third-party software vendors and coordinate support escalations on behalf of the firm.
- Translate complex technical issues into clear, business-focused communications for credit professionals and senior leadership.
- Mentor junior support staff and contribute to engineering standards for the support function.
- Key
Qualifications:
- 5+ years of application support or production engineering experience, with meaningful exposure to financial services or lending/credit environments.
- Strong understanding of credit, lending, or specialty finance workflows — familiarity with concepts such as loan origination, credit facilities, covenant monitoring, portfolio reporting, or fund accounting is a strong plus.
- Proficiency in SQL for data investigation, reconciliation, and root cause analysis across relational databases.
- Experience with scripting and automation — Python, Bash, or PowerShell — for diagnostics, log analysis, and workflow automation.
- Ability to navigate and support integrations between internal systems and third-party platforms (e.g., data feeds, reporting tools, accounting systems).
- Excellent judgment and communication
skills:
- able to manage competing priorities and keep business stakeholders informed during active incidents.
- Strong interpersonal and problem-solving skills, meticulous attention to detail, maturity, an eye for business, pro activity, and an excellent attitude.
- Self-motivation and a willingness to take full ownership of problems through to resolution.
- Requirements Bachelor’s degree in computer science, Information Technology, Finance, or a related field.
- 4+ years of progressive experience in application support or a related technical role.
- Experience with relational databases (MS SQL Server, Oracle, or similar) and comfort writing queries for investigation and validation.
- Familiarity with Windows Server and/or Linux environments for application hosting and troubleshooting.
- Experience with monitoring and alerting tools (e.g., Splunk, Datadog, Grafana, or equivalent).
- Experience supporting third-party financial software platforms and managing vendor relationships is preferred.
- Familiarity with ITIL frameworks and formal change management processes is preferred.
- Experience with cloud platforms (AWS or Azure) and Datadog is a plus.
