Product Support Specialist - OEMS at Clearwater Analytics

Mumbai City, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Support, OEMS, PMS, Client Inquiries, Technical Escalation, Reconciliations, Validations, Root Cause Analysis, Training, Cross Functional Collaboration, Financial Instruments, Derivatives, Problem Solving, Communication, Prioritization Management, Technical Ownership

Industry

Software Development

Description

Product Support Specialist Job Summary: The PMS/OEMS Specialist provides expert support for Portfolio Management Systems (PMS) and Order Execution Management Systems (OEMS). This role involves addressing complex client inquiries, collaborating with internal teams, and enhancing service delivery to ensure optimal solutions for clients and efficient workflow processes. This role sits as a specialist layer within the CWAN support structure, complementing the deep technical expertise of our sophisticated client base. Responsibilities: Serve as a technical escalation from CSRs inquiries across multiple asset classes and system functionality, providing in-depth analysis and solutions to complex trading-related issues. Collaborate with Level 1 personnel in their pod to identify and resolve discrepancies in trading data, P&L reports, and positions by performing advanced reconciliations and validations Investigate recurring issues to identify root causes, documenting findings and collaborating with SME teams to implement long-term fixes and process improvements. Assist in delivering training programs for Level 1 support staff, focusing on advanced troubleshooting techniques and escalation procedures to enhance overall team performance. Facilitate communication between the SME’s, trading, operations, product management, and engineering teams to ensure cohesive resolution of escalated issues and accurate implementation of new feature Collaborate with appropriate SME & BA teams across the OMS/PMS test system enhancements, ensuring new features meet user needs and facilitate a smoother user experience for both clients and internal users. Client aligned in pod structure to be focussed on delivering the best client outcome to improve NPS/CSAT and client delight amongst within their designated Pod. The specialist will have specific Mean Time to Acknowledge (MTTA) and Mean Time to Recover/Resolve (MTTR) productivity metrics to hit daily, understanding the complexities of specialist level queries resolutions times can vary. Required Skills: 3-5+ years of experience in client support for Order Execution Management Systems or Portfolio Management Systems. Strong and deep understanding of financial instruments, Listed and Complex Swaps/Derivatives. Outstanding analytical and problem-solving skills. Outstanding communication and interpersonal skills, particularly in client-facing situations where clarity is key. Prioritisation management in identifying ticket urgency. Strong Intellectual curiosity for root cause analysis of problems and remedying these with optimal system solutions. Demonstrates strong cross functional collaboration skills and works effectively with diverse teams to deliver the best client outcome. functional collaboration skills and works effectively with diverse teams‑functional collaboration skills and works effectively with diverse teams Strong sense of technical ownership to see issues through to completion Education & Experience: Bachelor’s degree in Finance, Accounting, Economics, Computer Science or a related field. Prior Experience at an OMS/PMS in a similar role is desirable. Buy side operational and front office experience desirable. Experience in a client-facing technical role is essential. What We Offer: A business casual work environment. A team-focused culture that promotes innovation and ownership. Access to cutting-edge investment front office technology. Flexible work arrangements, including the option to work from home on Fridays. Generous PTO and volunteer time off. Defined career pathways for professional growth. Thank you for your interest in a career with Clearwater! Clearwater Analytics (NYSE: CWAN) is transforming investment management with the industry’s most comprehensive cloud-native platform for institutional investors across global public and private markets. While legacy systems create risk, inefficiency, and data fragmentation, Clearwater’s single-instance, multi-tenant architecture delivers real-time data and AI-driven insights throughout the investment lifecycle. The platform eliminates information silos by integrating portfolio management, trading, investment accounting, reconciliation, regulatory reporting, performance, compliance, and risk analytics in one unified system. Serving leading insurers, asset managers, hedge funds, banks, corporations, and governments, Clearwater supports over $8.8 trillion in assets globally. Learn more at www.clearwateranalytics.com. Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with the job description, we encourage you to still apply! You may be just what we're looking for.

Responsibilities

The specialist provides expert technical support for Portfolio Management Systems (PMS) and Order Execution Management Systems (OEMS), acting as a technical escalation point for complex client trading issues. This role involves advanced analysis, collaboration with internal teams for long-term fixes, and assisting in training Level 1 staff.