Application Support Engineer - Global Credit Technology Application Support

Position 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.

Primary 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

Requirements

Education & Certificates

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

Professional Experience

• Minimum 4 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 & 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 Sentry and/or 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 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 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 $130,000 to $150,000. 

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.

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Who We Are

When people, ideas, and capital come together, opportunity expands across private markets. At Carlyle, this belief has shaped how we invest for decades, fueling growth for companies and delivering performance for investors.

Visit our website to learn more about our firm and the ways our platform is shaping private markets.