Application Support Manager (Global Platform Support) - AVP / VP

Responsibilities

• Analyze and diagnose the root causes of production issues using SQL, coordinating with support, and engineering teams to implement solutions.
• Act as the main point of contact across departments, clients, and external partners to address and resolve data discrepancies.
• Partner with Product Managers to spearhead data projects that enhance existing features or develop new workflows.
• Create tools for exception management and develop metrics and dashboards to monitor data quality and prioritize issue resolution.
• Gain a thorough understanding of our data flows and their business impacts.
• Engage in reverse engineering and debugging to address project challenges.
• Oversee project deliveries and address technical operational issues.
• Design, develop, and maintain advanced SQL scripts and reporting tools.
• Utilize ETL processes to manage data transfers across systems.

Qualifications

• 5-10 years of experience in data/application support or technical support, ideally within an enterprise SaaS environment
• 5+ years' experience in software application management and development
• 3+ years in a leadership role within a technical support team
• Demonstrated ability to perform detailed root cause analysis and work closely with engineers to resolve complex issues
• Strong analytical skills, excellent communication abilities, and proficient relationship management
• Bachelor’s degree in computer science, business analytics, finance, or a related field.
• Expertise in navigating and understanding complex technical environments, including explaining these to non-technical stakeholders
• Proven ability to manage client relationships, drive results, and exhibit strong leadership qualities
• Advanced proficiency in SQL and familiarity with database management concepts

Benefits

The base salary range for this role is $100,000 to $140,000.  iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. We offer most employees the flexibility to work in the office three or four days.  Every department has different needs, and some positions will be designated in-office jobs, based on their function. 

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 iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.