MS SQL ServerOracleServiceNowSQLGoSQL ServerSalesforceChange ManagementCommunication
About this role
Role Overview
Act as Level 2 support for operational issues related to Charles River IMS applications, ensuring timely resolution of client cases logged in Salesforce
Participate in regular client calls to provide updates, clarify queries, and maintain strong client relationships
Manage Business Continuity (BC) and Disaster Recovery (DR) processes, including annual DR testing
Configure and maintain interfaces for upstream/downstream data flows within CRD infrastructure and external entities; oversee connectivity, testing, and post-go-live support
Own and monitor automated batch jobs, ensuring smooth execution and troubleshooting errors in nightly/daily processes
Implement proactive monitoring for application errors and optimize batch performance to reduce runtime and chronic alerts
Perform import/export troubleshooting, patching CRIMS applications, and production change deployments following CRD/STT change management processes (via ServiceNow)
Automate database refreshes from Production to Test and support on-demand refresh requests
Collaborate with CRD Professional Services, Product Support, and Engineering teams to address bugs, apply workarounds, and implement permanent fixes
Support Self-Service Portal (SSP) queries and maintain data archiving/purging processes to optimize production database performance
Execute ad hoc and scheduled production changes (e.g., settlement day adjustments, exchange holiday calendar updates)
Provide support for lower environments for internal CRD usage and client testing prior to production deployment
Lead incident management for Sev1 issues (e.g., batch failures, application outages), coordinate stakeholders, and prepare RCA & Preventative Actions reports
Join problem management calls and ensure case hygiene across all tickets
Design, test, and deploy automated import/export/reporting processes tailored to client needs
Requirements
Financial Services experience in Investment Management, Trading, or related systems (Charles River IMS preferred)
Strong knowledge of MS SQL Server, Oracle, and/or Sybase database configuration and administration
Familiarity with servers, operating systems, networks, scripting, XML, programming languages, job scheduling, system monitoring, and DR/BC processes
Excellent customer service, troubleshooting, and communication skills (verbal and written)
Ability to collaborate across internal teams and external vendors to deliver seamless client service
Bachelor’s degree in Computer Science, IT, Financial Engineering, Engineering, Economics, Mathematics, or related discipline preferred