Application Support Engineer

Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

Seeking a highly motivated and well-rounded Application Production Support Associate to join our global support team. This is a unique opportunity to join a growing and dynamic team responsible for business application support. Candidates must have a good understanding of the Life Cycle of investment trades in credit products (Bank Debt, Loans) or equivalent alternative asset product knowledge. This role will also require support for our End Of Day processes, application access provisioning, supporting monitoring tools and we need candidate to have sound knowledge in critical business processes support. This role will require flexibility to support the North America region.

Primary functions and essential responsibilities

• Act as a liaison between the business users and the Technology team
• Provide L1 functional and technical support to Investment and Shared Services applications and platforms.
• Provide rotational follow-the-sun support coverage for APAC , London, and Los Angeles users.
• Participate in after-hours rotational on-call support, including potential weekends and firm holidays.
• Exhibit a solid sense of ownership and urgency in handling support incidents, requests, and follow-ups with clients until a satisfactory resolution is achieved.
• Apply ITSM tool to provide quality incidents, request tickets, and use JIRA for assigned APS projects.
• Demonstrate the ability and willingness to document support workflows.
• Responsible for effective communication and interaction with the Business Users, Application Owners, and other IT teams.
• Use Critical Incident and Problem management processes to assist in removing repeated issues and provide strategic solutions.
• Clear understanding of monitoring solutions for business critical applications.
• Handle and deliver assigned projects related to production stability, software EOL, and associated application maintenance.
• Knowledge of ITIL processes such as IT Operations, Release, Change, and Access management
• Send user communication related to production incidents and application maintenance.
• Strong familiarity with ITSM tool ServiceNow, logging all incidents, requiring accurate priorities, detailed descriptions of issues, updates, and resolutions, including composing and creating RCA tickets

Qualifications

• BS or equivalent experience in Computer Science technical training and professional work experience.
• Candidate should have 3-6 years of relevant experience on User Access management, user provisioning, Active Directory, some PowerShell and SQL knowledge, Client or other ticketing queue experience.

General Requirements:

• Diligent, great demeanor, highly motivated, and a teammate
• Detail-oriented, ability to perform analysis, and communicate gaps in analysis to business and requirements to APS leads.
• A self-directed individual with a can-do attitude, willing to work in an energetic, collaborative, and fast-paced environment, proactive in nature, and a proven ability to learn quickly, display flexibility and adaptability while resolving issues with minimal supervision.
• Demonstrated ability to learn new systems quickly.
• Experience in monitoring critical jobs, processes and applications.
• Leveraged monitoring tools and applications to perform the above function.
• Solid sense of ownership and accountability
• Strong problem-solving and analytical skills
• Excellent organizational and interpersonal skills
• Outstanding communication (written and verbal), presentation, documentation, and interpersonal skills; strong customer focus.
• Flexibility regarding role profile and willingness to take on new projects and learn new skills.
• Good judgment in terms of escalating issues vs. solving problems independently.
• Ability to be flexible in terms of hours in order to coordinate with team members across various time zones.

Reporting Relationships

Vice President, Application Support

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.

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