The Carlyle Group seeks an exceptional Application Support Engineer with strong communication skills and an outstanding technical aptitude interested in supporting financial business applications. This professional will join a highly skilled and motivated technology team that supports Carlyle's Global Credit Segment. Additionally, this professional will play a significant role in supporting our business user community, and assisting with a technology strategy that underpins growth for the firms' world-class credit investing platform.
The ideal candidate will have experience responding to user requests, troubleshooting issues, monitoring platform performance, and performing routine application administration activities for proprietary and vendor software platforms. The candidate will build effective and productive working relationships with the technology delivery team and key business stakeholders to support the operation and adoption of key business applications.
Responsibilities
Hands-on day-to-day user application support
Ensuring issues are addressed within specified SLA timeframes
Troubleshooting issues and working with others to ensure root causes are identified and remediated
Establishing and maintaining key relationships with business stakeholders
Communicating with external vendors and Fund Administrators when issues arise
Proactively monitoring system activities (jobs, machine resources etc.) to ensure smooth operation
Identify recurring production support items and executing on recommended automations/validations/health checks to eliminate these issues
Maintaining application, server and environment configurations
Enforcing data, security, application, integration and operational standards and policies
Working closely with the GTS engineering team in transitioning new systems or upgrades to the production environment
Documenting issues and resolutions in Confluence knowledge base
Qualifications
Education & Certificates
Bachelor's Degree, required
Major or emphasis in computing or quantitative discipline, or equivalent, preferred
Professional Experience
Minimum 8 years of relevant IT experience in customer service or helpdesk/application support required
Strong experience providing end-user/business-facing white glove support
Self-motivated and interested in understanding business user needs to drive efficiency and a culture of continuous improvement
Experience with application administration (monitoring, managing system configuration and working with infrastructure/development teams)
Experience working with multiple application and staffing vendors - Broadridge Sentry, S&P Markit EDM, SS&C Geneva experience a plus
Excellent communication, collaboration and interpersonal skills
Ability to proactively identify issues and work with delivery teams to mitigate risks
Capable of driving vendors to deliver against goals in difficult situations (limited resources, tight timelines, small budgets)
Understanding of fund and portfolio management business practices and processes, including knowledge of alternative asset fund raising, accounting practices and legal entity/partnership concepts highly desirable
Ability to work independently or as part of a team
Strong analytical and organizational skills
Experience working with international user community highly desirable
Competencies & Attributes
Required:
Strong knowledge of SQL
Strong knowledge of and/or experience with databases, application servers and public cloud technologies
Experience working with financial business applications
Experience working with various Order Management Systems (OMS) such as Everest
Experience working in an Agile development environment using tools such as Jira and Confluence
Proven ability to complete tasks independently and under pressure
Excellent customer service skills
Strong business and communication skills
Strong leadership and interpersonal skills
Preferred:
Proficient with Azure DevOps and/or Team Foundation Server (TFS)
Experience with Solace messaging platform
Experience with ServiceNow or other incident management systems
Good Understanding of Software Development Lifecycle (SDLC)
Proficient with Microsoft Visio and/or Lucidchart
Benefits/Compensation
The compensation range for this role is specific to New York City and takes into account a wide range of factors including but not limited to the skill sets required/preferred; prior experience and training; licenses and/or certifications.
The anticipated base salary range for this role is $150,000 to $160,000.
In addition to the base salary, the hired professional will enjoy a comprehensive benefits package spanning retirement benefits, health insurance, life insurance and disability, paid time off, paid holidays, family planning benefits and various wellness programs. Additionally, the hired professional may also be eligible to participate in an annual discretionary incentive program, the award of which will be dependent on various factors, including, without limitation, individual and organizational performance.
Due to the high volume of candidates, please be advised that only candidates selected to interview will be contacted by The Carlyle Group.
Company Information
The Carlyle Group (NASDAQ: CG) is a global investment firm with $382 billion of assets under management and more than half of the AUM managed by women, across 600 investment vehicles as of September 30, 2023. Founded in 1987 in Washington, DC, Carlyle has grown into one of the world's largest and most successful investment firms, with more than 2,200 professionals operating in 28 offices in North America, South America, Europe, the Middle East, Asia and Australia. Carlyle places an emphasis on development, retention and inclusion as supported by our internal processes and seven Employee Resource Groups (ERGs). Carlyle's purpose is to invest wisely and create value on behalf of its investors, which range from public and private pension funds to wealthy individuals and families to sovereign wealth funds, unions and corporations. Carlyle invests across three segments - Global Private Equity, Global Credit and Investment Solutions - and has expertise in various industries, including: aerospace, defense & government services, consumer & retail, energy, financial services, healthcare, industrial, real estate, technology & business services, telecommunications & media and transportation.
At Carlyle, we know that diverse teams perform better, so we seek to create a community where we continually exchange insights, embrace different perspectives and leverage diversity as a competitive advantage. That is why we are committed to growing and cultivating teams that include people with a variety of perspectives, people who provide unique lenses through which to view potential deals, support and run our business.