Support Engineer for Data & Analytics operations at Sun Life. Responsible for maintaining core legacy applications and safeguarding client data across Cloud technologies.
About the role
- Trading Systems Support Analyst supporting Order Management Systems at Picton Mahoney Asset Management. Resolving technical issues and enhancing system performance for investment platforms.
Responsibilities
- Provide support for front-office investment platforms, ensuring timely resolution of incidents and service requests.
- Deliver real-time support for the investment management system (Charles River IMS / CRIMS) and related OMS components.
- Monitor system health and performance, proactively identify issues, and implement fixes to maintain platform stability.
- Perform alert handling, log analysis, and performance tuning of the platform.
- Troubleshoot OMS connectivity issues using FIX protocol and network diagnostic tools.
- Collaborate within the Asset Management Development teams to enhance platform features or resolve technical issues.
- Work with end users to identify workflow improvements and maximize system value.
- Act as an escalation point for support, resolving complex technical issues and liaising with vendors for defect fixes.
- Apply ITIL principles for incident, problem, and change management to ensure operational excellence.
- Design and document processes and procedures for BAU investment activities and support.
- Participate in platform upgrade projects, patch deployments, and integration testing.
- Ensure adherence to regulatory standards through system controls and audit-ready documentation.
Requirements
- Technical Support experience on Charles River or equivalent OMS/IMS platform
- Strong customer focus and ability to recommend practical, timely solutions
- Analytical skills and SQL/Excel proficiency
- Ability to utilize SQL and scripting for data analysis and automation of support tasks
- Experience with OMS connectivity, and desk-based dealing applications in an enterprise environment
- Understanding of investment products (funds, ETFs, equities, fixed income, OTC)
- Experience with SAAS environments and troubleshooting
- Excellent communication for liaising with stakeholders and internal teams
- Familiarity with support ticketing systems such as ServiceNow, JIRA, or equivalent
- Ability to work under pressure, prioritize tasks, and meet deadlines
- Team-oriented approach with a focus on knowledge sharing and best practices
Benefits
- Profit sharing
- Health and wellness coverage
- Life and disability insurance
- Paid time off and holidays
- Learning and development programs
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