Service Management Support AVP

Tech Support:

• Respond to requests for technical assistance via Teams, Email. There may be minimal travel involved.
• Diagnose software issues and recommend the appropriate solution.
• Analyze problems, answer questions, and provide training as needed.
• Work closely with engineering/QA teams.
• Identify and test workarounds for deficiencies in the software.
• Research issues with third party software.
• Follow standard set of procedures and methods when responding to customer requests or inquiries.
• Contribute to the continuous enhancement and improvement of support processes and methods.
• Successfully handle "sensitive" issue related situations that affect the perception of how CRD resolves customer problems.
• Conduct research on questions and issues using available information resources and other product specialists.
• Manage special projects as needed.
• Keep detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
• Complete any other tasks as assigned.
• String eagerness in learning new skills, technology.

Skills:

• Experience with one or more structured programming languages. Experience with development tools.
• Strong hands-on SQL experience, and the fundamentals of relational database theory.
• Understanding of the Trading Life Cycle is a plus and System Development Life Cycle.
• Demonstrate history of solving complex technical problems and keen eye for details and strong analytical mindset.

ASE level work:

• Deliver escalation services for the most complex/problematic CRIMS technical, functional, and operational issues.
  
  • Provide deep CRIMS, domain and/or infrastructure experience coupled with advanced diagnostic and troubleshooting abilities.
  • Handle the most "sensitive" issues related situations that affect the perception of how CRD resolves customer problems.
  • Management level thinking, demonstrate perceptive skills of situations, can see the larger picture of issues.
  • Meet with CRD Product Engineering to provide feedback on significant operational and support issues and prioritize NFRs into Product/Eng.
  • Act as the entry point for new product introduction to the SaaS infrastructure and provide feedback to possible deployment and operational issues.
  • Package issues, work to date and associated information for efficient escalation to Engineering, Product Management, or both.
  • Put together an Environment sizing and configuration document to use as guideline to perform Environment reviews for all customers migrating to Azure either from RAX or ON-Prem.
  • Heavy involvement during the Application monitoring tool assessment process and the current Observability efforts.

About State Street:
What we do: State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we're making our mark on the financial services industry. For more than two centuries, we've been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investments research & trading and investment management to institutional clients.
Work, Live and Grow: We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You'll have access to flexible Work Program to help match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity, and Social Responsibility: We truly believe our employees' diverse backgrounds, experience and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.