Manager SaaS Support

About the job

Who We Are Looking For
The ideal candidate will have a deep techno-functional background working with major fund management and/or banking software applications, preferably within a front office environment. They will also have a deep understanding front-office terminology and operations, proven leadership & managerial experience of leading teams and liaising with cross functional groups.
This is a senior role that will have responsibility for managing and expanding the team based in India. The SaaS Support Manager will manage teams of Production Support Analysts at a variety of levels while holding them accountable for the successful monitoring, troubleshooting and resolution of the issues faced by our clients. In addition, the Manager will work with multiple cross functional teams to take ownership and accountability for the delivery of the team

Why this role is important to us
The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created the first open front-to-back platform - State Street Alpha, that was launched in 2019.
Join us if delivering front office software solutions, next generation infrastructure, using emerging technologies like AI sounds like a challenge you are up for.
What You Will Be Responsible For

Manage an existing, growing SaaS Team supporting and enhancing our clients’ operational use of the Charles River Investment Management Systems. The role requires strong management, communication, and leadership skills as well as “hands-on” client issue management, production support, product enhancements, client relations, and staff hiring/development.

Strategic Responsibilities:

• Identify opportunities to improve the service and delivery model and work with staff, peers, and management to improve and enhance the services.
• Act as an Escalation point for Production Support Analysts on client or internal operational issues
• Support and enhance Clients’ ROI from CRIMS
• Support and facilitate Charles River’s business objectives

Operations

• Escalate issues to Senior Management using sound judgement
• Troubleshooting and issue resolution
• Hands on management of key clients
• Monitoring of queue to ensure accuracy, completeness, timely, and proper progress
• Mentoring junior team members through issues and major processes
• Oversight of issue resolution and support for team members
• Daily operational monitoring, support and resolution for regional Clients as well as other Clients as part of the global team and follow-the-sun support model
• Accountable for ensuring defined processes are followed
• Identification of issues in existing processes
• Occasional off hours / weekend support
• Service Partner communications and coordination
• Clear and accountable reporting to Senior Management
• Manage team to provide reliable mission critical software based operations and support
• Provide day to day performance management and support for subordinates
• Work with CRD colleagues to smoothly transition new Clients to production operation through the onboarding process.
• Work with vendors as partners to deliver a tightly integrated, seamless service to Charles River Clients.

Technical Responsibilities

• Hands on capability to undertake basic investigative activities on RDBMS such as writing and running queries and data investigations, basic performance diagnosis, basic administration functions
• Familiarity with common technology platforms and the ability to guide and check technical approaches and issues resolution. Platforms used include RDBMS, C#, Java, FIX, Perl, ETL, MQ, PL/Transact SQL, Web Admin and Web Services.
• Facilitate and manage Issue diagnosis and resolution
• Oversee technology management and issue resolution

Skills, Experience & Qualifications Required:

• Track record of leadership in a high-growth, mission critical software based operations and support environment.
• Ability to manage staff through multiple projects and tasks with changing deadlines.
• Excellent Customer Service skills, expectation management
• Project and staff management and mentoring skills
• Strong interpersonal, verbal, and written communication skills.
• Partner liaison (internal and external)
• Bachelor’s degree
• 12+ years’ experience managing and supporting mission critical production software applications.
• 5+ years’ experience in a management/leadership role.
• 10+ years database software or IT technical experience.
• Experience with any of the following software is desired, in order of preference:
  • 1) Charles River IMS,
  • 2) Non-Charles River Trade Order Management software,
  • 3) Middle or Back Office trading applications, or
  • 4) Financial applications.

• Experience or familiarity with servers and networks is preferred.
• Experience with the following is preferred: databases, server operating systems, servers, networks, job scheduling software, system monitoring software
   

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, investment 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 you 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, experiences 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.
Discover more at StateStreet.com/careers

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