Responsibilities

Ticketing, Queue, and SLA Management

· Manage incoming cases; monitor queue health; resolve within SLAs.

· Review pending/aged tickets to prevent SLA breaches; escalate as needed.

· Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

User Support and Troubleshooting

· Provide support via email, phone, and remote sessions for application, access, and connectivity issues.

· Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.

· Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

Access, Identity, and Environment Setup

· Administer users across production and UAT/cert (create/disable/update, roles, groups).

· Perform password resets and SSO troubleshooting across applications/regions.

· Configure hosted/terminal-style sessions (key mappings, logon flow, connectivity, profile tuning).

Client Communications and Reporting

· Draft/send client communications during service events; participate in service bridges.

· Produce operational reports (logins, registrations, access/usage, user inventory).

· Maintain client/sponsor contacts; schedule meetings to progress open items.

Documentation, Knowledge, and Governance

· Update/maintain KB pages and SOPs for repeatable tasks.

· Run audit reports for compliance and client requests; coordinate with application SMEs.

· Track team KPIs (SLA, volumes, satisfaction, escalations) and improve dashboards/reporting.

Monitoring and Operational Readiness

· Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.

· Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.

Collaboration and Continuous Improvement

· Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.

· Contribute to service bridge execution; complete incident forms and document actions/next steps.

· Support knowledge assessments, skills development plans, and bi-weekly cross-functional training.

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Success Measures (KPIs)

· SLA performance: on-time resolution; minimal aged tickets.

· Queue health: low reopen rate; accurate categorization; clear next steps.

· Client satisfaction: positive feedback; reduced escalations.

· MTTR/MTTA: faster response and resolution for priority issues.

· Documentation freshness: current SOPs, playbooks, and Knowledge articles.

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Qualifications (Must-Have)

· 3–6 years in application support or service desk roles; financial services preferred.

· Strong command of ticketing workflows, SLAs, prioritization, and escalation.

· Hands-on user access/identity administration across production and UAT/cert.

· Proficiency with SSO troubleshooting, password resets, and role/entitlement management.

· Experience supporting client VPN access and end-to-end connectivity troubleshooting.

· Comfort with hosted/terminal-style session setup, key mappings, and profile configuration.

· Excellent written and verbal communication for client updates and bridge participation.

· Structured documentation habits (SOPs, KB, runbooks); availability from 7:00 AM ET and occasional off-hours.

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Skills and Technical Knowledge

· Background in investment/wealth platforms or trading/portfolio systems.

· Experience creating KPI dashboards and operational reports.

· Knowledge of Microsoft Windows and macOS.

· Troubleshooting experience with printing, SFTP, and file-movement software.

· Working knowledge of VPN architecture and client office network connectivity.

· General understanding of networking and port connectivity