Application Support Senior Officer

ABOUT US:

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

JOB DESCRIPTION:

Alter Domus is currently seeking a Senior Application Support Engineer to join our team. This is a highly visible position that will require daily interaction with business users to provide support for troubleshooting and resolving issues, handling ad hoc service requests, and managing releases. While production support is the primary responsibility, duties will also include release management, DevOps and contributing to our platform strategy to drive continuous improvements. You will work closely with our Engineering and Product Teams to deliver best-in-class support to our growing user base. This is a unique opportunity to participate in a stable and fast-growing business within the debt and capital markets that has a demonstrated track record of career advancement and rewarding talent.

Your Role:

• Provide level 1 & 2 support, including problem replication, documentation, triage, and resolution of issues
• Provide accurate and timely resolution of issues, and escalation when necessary
• Write, review, and execute SQL code and tools to assist Level 1 & 2 support to diagnose and resolve incidents
• Collaborate with team members and business functions to troubleshoot and resolve support tickets
• Occasionally participate in the resolution of high-severity issues that arise outside of normal business hours, as needed
• Escalate and communicate outage notifications in a timely manner to internal users
• Administer application settings and permissions
• Monitor and analyze application logs to detect, investigate, and resolve system anomalies and performance bottlenecks, ensuring stability across production environments
• Manage and resolve P1 and P2 incidents escalated from the support team, driving swift diagnosis and restoration of services while adhering to SLA guidelines
• Perform ad-hoc tasks and analysis for the support team as needed
• Participate in the ongoing process of investigating, analyzing, and providing long-term resolutions to application issues
• Coordinate across teams, working closely with peers to ensure the appropriate focus and sense of urgency is applied to all production issues
• Follow Company standards for security and best practices
• Seek opportunities to learn, automate, document, share, educate, and improve processes where appropriate
• Work closely with application and infrastructure teams to stay informed of changes that could affect site functionality and viability
• This job implies an on-call duty roster for weekend incidents

Your Profile:

• BSc/BA in Computer Science, Engineering or a related field or equivalent work experience
• 5+ years of experience in supporting Software Applications (ideally in the finance sector)
• Experience writing and executing SQL queries against relational databases (this is a must)
• Experience with VBA/Macros within MS Office/Excel
• Excellent academic background, critical thinking, communication, and collaboration skills
• Highly analytical and strong problem-solving skills
• Proficiency in English (verbal and written)

Bonus skills/experience:

• 6+ months of professional software development experience
• Strong Microsoft SQL Server experience including SQL and stored procedures (joins, group by, etc.)
• Strong skill & experience using Microsoft VBA
• C#; ASP.NET/MVC, HTML, Ajax, JQuery, JSON, JavaScript, XML/XSLT, CSS, .NET 4.5 or later, PowerShell
• Experience in debugging software in an integrated development environment
• Experience versioning code with Git
• Jira, ServiceNow or other modern project/issue management systems
• General understanding of object-oriented programming
• Amazon Q AI Tool
• Grafana (nice to have, but not necessary)
• Citrix (nice to have, but not necessary

WHAT WE OFFER

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 

Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 

Our global benefits also include:

• Support for professional accreditations such as ACCA and study leave 
• Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• Continuous mentoring along your career progression 
• Active sports, events and social committees across our offices 
• 24/7 support available from our Employee Assistance Program 
• The opportunity to invest in our growth and success through our Employee Share Plan 
• Plus additional local benefits depending on your location 

Alter Domus is an Equal Opportunity Employer: Equity Statement 
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. 

(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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