Manager, Application Support

October 03, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Axoni is building the next generation of capital markets technology. Our solutions are used by the world's leading banks, asset managers, hedge funds, and infrastructure providers. Our diverse team focuses every day on our goal of building products that will change and improve how our clients and the markets will interact.

We are seeking talented, motivated professionals that want to be part of this once-in-a-career opportunity to not only see, but also drive the incredible changes coming to global capital markets. We are building a culture where our team feels valued and everyone is given an opportunity to grow and succeed. We try to live by our Core Values and demonstrate what we believe represent the kind of company we are working to build. These Values are: Delivery is everything; Choose Kindness; Be better every day.

You will:
 Drive incident management bridge calls and chats with production support, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
 Establish strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
 Adhere to critical process and procedure, and appropriate escalations in support of production incidents
 Work with production engineering, application and delivery teams to ensure high system uptime 
 Management and communication of resources across multiple product and engagement teams
 Represent the technical support engineering team in cross-team discussions and client meetings
 Engage external clients towards issue resolution
 Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
 Communicate clearly and concisely, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
 Ensure incident data is accurately captured and documented.
 Triage, investigate, and solve incoming support requests via help-desk/ticketing-system (ServiceDesk) within SLA (which may require collaboration with others)
 Document and record activity and communication with customers
 Contribute to product documentation, customer knowledge base, and best practices guides
 Understand various aspects of the products and their interactions with each other (for example, aspects such as application, architecture, infrastructure)
 Respond to alerts and utilizing monitoring platforms
 Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
 Produce reporting on metrics of incidents for the previous week/month/quarter/year.
We are looking for:
 5+ years of experience within a technology environment is required.
 Strong knowledge of support, incident and problem life cycle management
 Relevant Incident management experience in an enterprise scale environment.
 Track record of involvement in the deployment and integration of systems to production
 Track record of mentoring/coaching high performing technical support engineers 
 Technical pedigree must include one or more of the following: Linux, AWS.
 Extensive customer service, communication and client interaction skills.
 Familiar with support documentation and operation runbooks
 Strong communication skills and a collaborative team member
 Possess critical thinking and troubleshooting skills.
 Ability to think and act independently to resolve production issues.
 Must display a history of achieving goals in a fast paced, high performance environment.
 Advanced analytical skills.
 Respond to alerts and utilizing monitoring platforms
 Engage external clients towards issue resolution

Individuals seeking employment at Axoni are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

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