Overview
The LGIMA Technology Support Specialist is a member of the Production Services Team and is responsible for providing focus and support on all batch and application data processes. This role encompasses support of the end user for technology-based issues. It includes effectively managing requests, incidents, and problems to meet business expectations. This role partners with the business, other Technology teams and 3rd party providers.
This role reports directly to the Production Services Manager and can act as a Subject Material Expert for localized technology issues that can affect the entire office.
The role also provides backup technology support to the ITSM team for all user related workplace technology including all production applications, hardware, and workflows.
Additional support for office growth, ETL work and BAU Windows platforms will also be required.
Responsibilities
- Incident Management: Assist in responding to and resolving production incidents, investigating root causes, and implementing solutions to prevent recurrence.
- Technical Support: Provide expert-level technical support to troubleshoot and resolve complex system and application issues, working closely with other support teams and developers.
- Monitoring: Monitor the health and performance of production systems using monitoring tools, promptly identifying anomalies, and taking proactive measures to prevent potential problems.
- Escalation: Assist in managing and escalating critical incidents to appropriate teams, ensuring timely resolution and minimal impact on business operations
- Documentation: Maintain accurate and up-to-date documentation of support procedures, incident resolutions, and system configurations for knowledge sharing and future reference.
- Change Management: Participate in change management processes by reviewing proposed system changes, assessing potential impacts, and ensuring smooth deployment.
- Analysis and Reporting: Analyze recurring incidents and system outages to identify underlying trends and recommend long-term solutions for improved stability.
- Out of Hours Support: Requirement for weekend/out of hours participation in support for deployments, testing or for priority incidents.
- Supporting production workflows via batch scheduling and info management systems.
- Development Lifecycle. Assist in build out of ETL processes. Working closely with Dev team and Program Mangers for tactical work, and transition to service.
- Properly respond to incoming requests and support issues via Service Now, phone, email, or walk ups with a focus on a high level of customer service.
- Identify, troubleshoot, and resolve technical issues for all user facing technology.
- Focus on providing excellent customer service to the front office while learning the firm’s trade lifecycle and associated applications for support reasons.
- Collaborate on or support project related work across infrastructure support, and development teams across the firm.
Qualifications
At least 3-5 years in the following:
- In-depth understanding of Investment Management workflows and processes, including portfolio management, trade order management, compliance, and risk management.
- Experience within an Investment Manager / Hedge Fund environment a plus.
- Proven experience as a System Analyst, Business Analyst, or similar role.
- Excellent analytical and problem-solving abilities, with a keen attention to detail.
- Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
- Experience in managing complex stakeholder relationships.
EOE Statement
As an EOE employer, Legal & General Investment Management America will extend equal opportunity to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, ancestry, national origin, age, disability, medical condition, genetic information, marital status, pregnancy, military status, and/or any other characteristic protected under applicable federal, state or local laws governing nondiscrimination in employment. (2024)
