Application Support Specialist

As a leading financial services and healthcare technology company based on revenue SS&C is headquartered in Windsor Connecticut and has 27000 employees in 35 countries. Some 20000 financial services and healthcare organizations from the worlds largest companies to small and mid-market firms rely on SS&C for expertise scale and technology.

Job Description

Application Support Engineer

Location: London Hybrid

Get To Know Us:

SS&C Calastone

Calastone is the largest global funds network connecting the worlds leading financial organisations. Our mission is to reduce complexity risk and costs enabling the industry to deliver greater value to investors. 4500 clients in 57 countries and territories benefit from Calastones services processing over 250 billion of investment value each month. Calastone is headquartered in London and has offices in Luxembourg Hong Kong Taipei Singapore New York and Sydney.

Why You Will Love It Here!

• Flexibility: Hybrid Work Model.
• Your Future: Professional Development Reimbursement including access to SS&C University.
• Work/Life Balance: Competitive holiday scheme.
• Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff.
• Diversity & Inclusion: Committed to Welcoming Celebrating and Thriving on Diversity.
• Training: Hands-On Team-Customised throughout your caree.

About the Role:

The person in this role will occupy a key position within Calastone as our client base and product range expands. This role will have specific accountability for Calastones production technology systems for the on-boarding of clients and for the support of the QA team in testing of new code to enable new products functionality and clients. The role is supervisory with management of application support staff on a shift basis. All aspects of managing a client facing support organization are skills that this job holder will be expected to display.

What You Will Get To Do:

• Proactively monitor the production services.
• Provide first line support to Calastones customers.
• Assist in the creation of a knowledge base to mitigate the number of escalations to the second line team.
• Work closely with internal project staff to ensure that all production requirements are flagged and dealt with during customer on-boarding ensuring smooth transition into production and to enhance the customers perception and experience of the Calastone service.
• Work with the Client Delivery team to ensure that they have satisfied all pre-production checks/tests before they are released into production.
• Work with the QA team on a rotational basis to assist with quality assurance cycles and to obtain pre-release knowledge of new releases.
• Manage the regular deployment of code releases; liaise with QA and development to prepare for the release highlight client communications to the Operations Manager and act as the technical lead for these implementations.
• Deal with service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe.
• Maintain Calastones reputation for high-quality service support and delivery.
• Contribute to all aspects of general business improvement.
• Mentor and manage the junior members of the team.
• Availability for on-call on an agreed rota basis.

What You Will Bring:

• 7 years of experience in application support and operations within a financial environment.
• Working knowledge of at least one of the following instruments: Mutual Funds ETFs and Money Markets.
• Good technical background. Most desirable is experience of databases/SQL (ability to create and run own queries) MQ (any variant) SWIFT ISO15022 ISO20022 FIX XML messaging authentication/ certification techniques and secure FTP environments.
• Experience of project delivery life cycles in accordance with industry best practice.
• Knowledge of ITIL is beneficial.
• Knowledge of Salesforce is an advantage.

What Were Looking For:

• Ability to remain calm and focused under pressure while supporting customers colleagues and partners to resolve service issues effectively.
• Works well in a collaborative multi-disciplinary environment.
• Takes initiative and demonstrates accountability in their work.
• Committed to delivering high-quality outcomes and continuous improvement.
• Acts with professionalism honesty and integrity in all situations.
• Demonstrates persistence in problem-solving and seeks to understand root causes.
• Strong attention to detail.
• Reflective and open to feedback with a willingness to learn and grow.
• Leads by example through actions and collaboration.
• Able to contribute effectively in team discussions and adapt to different communication styles.
• Open to flexible working arrangements including shift patterns with reasonable adjustments supported where needed

We have a shift system in operation consisting of:

Day Shift Early: 07:30 to 16:00 Monday to Friday with 1 hour break (7.5 hours work) On Friday you may be asked to perform late shift 15:30 to 00:00 with 1 hour break (7.5 hours work)
or
Day Shift Regular: 09:00 to 17:30 Monday to Friday with 1 hour break (7.5 hours work) On Friday you may be asked to perform late shift 15:30 to 00:00 with 1 hour break (7.5 hours work)
or
Day Shift Late: 15:30 to 00:00 Sunday to Thursday with 1 hour break (7.5 hours work)

Please note that although you are on a Day Shift contract you will be required to occasionally work on the Night Shift 23:30 to 08:00 as is currently the case. Occasional weekend and Bank Holiday working will be required for which time off in lieu or payment at the approved daily rate will be given.

EEO Statement / Non-agency Disclosure
We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups to enable us to bring a diversity of perspectives to our thinking and conversation. Its important to us that we strive to have a workforce that is diverse in the widest sense. Unless explicitly requested or approached by SS&C Technologies Inc. or any of its affiliated companies the company will not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services.

Unless explicitly requested or approached by SS&C Technologies Inc. or any of its affiliated companies the company will not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race color religious creed gender age marital status sexual orientation national origin disability veteran status or any other classification protected by applicable discrimination laws.