Job Description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Core Skills

• Production Support and Incident Management: Experience monitoring business-critical trading applications, identifying service disruptions, assessing business impact, coordinating incident response, and restoring services within established service-level objectives.
• Technical Troubleshooting: Ability to investigate application, integration, data, infrastructure, and batch-processing issues using logs, monitoring tools, database queries, and system diagnostics.
• SQL and Data Analysis: Experience in using SQL queries to validate trades, reconcile data, investigate exceptions, identify processing failures, and support root-cause analysis.
• Application and Interface Support: Experience supporting trading platforms, order management systems, portfolio management systems, market-data feeds, file transfers, APIs, messaging services, and upstream or downstream integrations.
• Trade Reconciliation and Exception Management: Ability to analyze trade breaks, position discrepancies, pricing issues, failed transactions, missing data, and settlement exceptions, and coordinate timely resolution.
• Monitoring and Observability: Familiarity with enterprise monitoring, alerting, log-analysis, and dashboard tools used to identify system degradation, processing delays, and transaction failures.
• Incident Communication: Ability to provide clear, accurate, and timely updates to traders, investment teams, operations, technology teams, leadership, and other stakeholders during production incidents.
• Problem Management and Root-Cause Analysis: Strong analytical skills for identifying recurring issues, documenting root causes, recommending corrective actions, and preventing future incidents.
• Change and Release Support: Experience validating production changes, supporting release implementations, performing post-deployment checks, and identifying potential operational risks.
• Automation and Continuous Improvement: Ability to automate repetitive support activities through scripting, workflow tools, reporting, alert enrichment, or AI-assisted analysis.
• Risk and Control Awareness: Understanding of operational risk, data privacy, access controls, audit requirements, change governance, and regulatory expectations within a financial-services environment.
• Documentation: Ability to create and maintain runbooks, support procedures, troubleshooting guides, knowledge articles, escalation paths, and incident records.
• Stakeholder and Vendor Management: Strong collaboration skills for working with business users, software-development teams, infrastructure teams, external vendors, custodians, brokers, and other service providers.
• Prioritization and Decision-Making: Ability to manage multiple production issues, distinguish business-critical incidents from lower-priority requests, and make sound decisions in a time-sensitive environment.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.