Integration Engineer
SS&C Technologies
Madrid, Spain
hace 6 días

Company Overview

SS&C Algorithmics is one of the world's leading provider of enterprise risk solutions. Financial organizations from around the world use SS&C Algorithmics' software, analytics, and advisory services to help them make risk-aware business decisions, maximize shareholder value, and meet regulatory requirements.

Supported by a global team of risk experts based in all major financial centers, Algorithmics offers proven, award-winning solutions for market risk, credit risk, asset liability management, liquidity risk, economic capital, and regulatory capital.

Algorithmics is a member of SS&C Technologies Inc.

The Department

The Algo Client Support Team primarily provides first-level production support to clients worldwide using Algorithmics products.

These products may be implemented on client premises or hosted by Algorithmics on behalf of our clients. Clients will have been through the project cycle and have a good understanding of our software and risk management in general.

The team comprises of Integration Engineers, Financial Engineers, and Financial Risk Support and Operations Analysts, providing a balance of technical IT and financial modelling expertise.

Support is provided through the SS&C Algo Client Support Portal in the first instance, and by telephone and e-mail if necessary.

The team works closely with its counterparts world-wide who provide second- and third-level development and delivery support directly to Algorithmics clients.

The Algo Client Support Team is part of the Client Success group, with teams primarily based in London, Toronto, New York, Singapore, India, and Hong Kong, collectively offering 24x7 client support.

The Role

The key responsibility of an Integration Engineer is to establish and maintain strong working relationships with clients and internal stakeholders.

In this client facing role, you will be the first point of contact for all support related issues for Algorithmics solutions.

The main objective is to provide high-quality and responsive application support to ensure our clients are satisfied with the service we provide.

The role has a strong focus on Financial Risk Management and day-to-day running of the system. Day-to-day you will be providing solutions to issues raised by clients and internal stakeholders and resolving system generated alerts.

Opportunities will be available to grow and branch out into specialist roles such as Technical Cloud Operations, Cloud Application Management, Client Management, and specific fields within the business, bringing about the best level of client experience, success, and value to our clients.

Responsibilities

Provide First-line product support to various clients running the Algorithmics solutions On-Premises and on Cloud. This entails answering product related queries involving product usage and design, product issues, configuration, software updates, and integration with third-party products.

For Algorithmics hosted environments it also entails deploying changes to client environments and recovering from failures.

Respond to incoming Client Support requests and ensure that issues raised are resolved promptly and to the client’s satisfaction within contractual Service Level Agreements (SLAs).

Issues can be resolved at the First-line or by delegating to specialist groups within Algorithmics, but in either case the Support Representative will own the issue until resolution.

Replicate client issues within internal environments; assist in maintaining internal environments.

Partner with other subject matter experts to jointly resolve complex issues.

Acquire and keep abreast of new changes within the solutions, knowledge of implemented Algorithmics software and client customisations.

Create and enhance knowledge base articles and documentation to alleviate knowledge gaps with our products.

Assist in onboarding clients to the production support team and provide knowledge and expertise in client support meetings.

Deliver training and knowledge transfer through formal training courses and workshop sessions internally and to clients.

Follow established processes to ensure quality and compliance.

Assist in Second Line support and Technical Operations as required delivery of changes, performance tuning, root cause analysis and permanent resolution of issues.

Periodic on-call support.

Essential Requirements :

Enjoys working with clients. Proven ability to provide outstanding and high-quality client support taking ownership of issues by keeping clients updated and informed, escalating if help is required.

Degree in a Technical subject (preferably with a Master’s in Computer Science or a similar professional qualification).

At least 1 year experience in software support with expertise in supporting enterprise software products having multi-tiered architectures involving database, middleware, ETLs and web applications.

Proven ability to integrate products with third-party components, troubleshoot complex software issues, deploying software to multiple environments, and software configuration.

Hands-on experience of Linux; be able to debug Shell scripts.

Demonstrated ability to communicate complex solutions clearly and concisely to individuals at all levels of technical expertise both verbally and written.

Attention to detail, proven ability to follow established process without errors, able to highlight and document areas of improvement.

Proven ability and desire to adapt, learn and explore new technologies and complex software products with minimal supervision.

Highly organised, efficient, and able to work within tight deadlines in a high-pressure team-oriented environment.

Able to communicate effectively at multiple levels, such as, with project management, development, services, and sales.

Proven ability to write clear and concise high quality technical documentation.

Self-reliant, self-starter, and self-motivated.

Fluent in English.

Desirable Skills / Experience :

Working knowledge of UNIX / Linux system administration.

Working knowledge of database products (Oracle, PostgresQL) and essential maintenance (SQL, sizing, performance).

Working knowledge of Big Data, such as Hadoop.

Working knowledge of Messaging Oriented Middleware (RabbitMQ, IBM MQ).

Hands-on experience of Docker and Kubernetes.

Experience with debugging and troubleshooting software written in Python.

Ability to debug and troubleshoot REST APIs, Java and / or Web applications.

Able to manage Cloud based environments and manage workloads in one of the public cloud providers such as Google Cloud, AWS, IBM Cloud, or Azure.

Ability to speak one or more European languages.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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