Application Support Engineer, Global Credit Technology

About the job

Summary:

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

Education Requirements:

• Bachelor’s Degree required
• Major or emphasis in computing or quantitative discipline, or equivalent, preferred

Professional Experience:

• Minimum 5 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)
• Prior experience in financial services preferred (especially credit & private equity)
• Experience working with multiple application and staffing vendors
• 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:

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

The Carlyle Group (NASDAQ: CG) is a global investment firm with $301 billion of assets under management and more than half of the AUM managed by women, across 456 investment vehicles as of December 31, 2021. Founded in 1987 in Washington, DC, Carlyle has grown into one of the world’s largest and most successful investment firms, with more than 1,800 professionals operating in 26 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.