Application Support Lead

Benefits Offered

Medical, Pension, Life, Dental

Employment Type

Full-Time

About InvestCloud

Are you excited by the opportunity to revolutionise an industry? InvestCloud is a high tech financial services company that is redefining the way that the securities industry uses and interacts with
 data. InvestCloud is both the first company in the industry to build a cloud-based data platform and the largest developer of wealth management websites and financial services applets. Our offices are located in Los Angeles, San Francisco, New York, Tampa and most recently London.

Position Overview

As Support Lead, you will lead the team supporting InvestCloud’s financial applications and clients in a manner that exemplifies a culture of “Client Focus” with a sense of urgency around servicing client needs and requirements. You will develop and deliver best-in-class support to our growing customer base. The ideal candidate is experienced in providing customer support for a cloud-based technology company. Prior experience in supporting Portfolio Accounting, Trade Order Management, and other software in the Capital Markets industry is highly desirable. Attention to detail, strong communication skills, and a customer-centric orientation are required.


Key Responsibilities

Interface with client senior level stakeholders to maintain client relationships

Interface with interdisciplinary internal teams, including executives, engineering, and professional services

Manage, maintain, and publish key metrics to define team growth and success

Lead a growing team of support people across several locations

Ensure Support is properly organised, staffed and directed

Guide, motivate and develop team members

Monitor production support processes and financial applications for accuracy and quality

Ensure proper escalation and response to customer issues by the production support team both to the customer directly and to other departments within InvestCloud

Adhere to, follow, recommend, update and mentor junior staff members on standardised IT processes

Enforce strict change management procedures

Focus towards security practices and data segregation

Ensure escalated issues are resolved in a timely and efficient manner

Ensure coverage of platform according to the agreed upon SLAs

Strong service management skills (ITIL/ITSM certification a plus.)

Define technical and non-technical requirements based on operational needs

Maintain documentation of technical and operational processes

Ensure leverage of knowledge base and formal post mortems to continuously improve the platform


Qualifications

Bachelor's degree or equivalent University level degree

At least 3 years of experience supporting cloud-based or enterprise applications

Knowledge of Portfolio Accounting systems such as Advent Axys, APX or Geneva a plus

Prior experience supporting a cloud based platform is a huge plus

Strong customer service focus

Excellent verbal and written skills required

Excellent time management skills with ability to use independent judgment effectively

Must be able to work in a fast paced environment and manage priorities

Ability to hold others accountable in a fair and transparent manner

Analytical skills with a dedicated eye to detail, thoroughness and follow up

Ability to quickly grasp new concepts and apply them to diverse situations

Technical enthusiasm and desire to learn and apply new technical concepts and technologies


Work Conditions

On-call availability

Working with team members around the world using video conferencing

Occasional travel to InvestCloud’s other offices and client sites

Occasional travel for training or conferences

Located in London, UK


Job Type: Full-time

About InvestCloud:

InvestCloud is a high tech financial services company that is redefining the way that the securities industry uses and interacts with data. InvestCloud is both the first company in the industry to build a cloud-based data platform and the largest developer of wealth management websites and financial services applets. Our offices are located in Los Angeles, San Francisco, New York, Tampa and most recently London.

All Jobs at InvestCloud

Posted 15 days ago

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