Job Description
Ares is seeking a Compliance Technology Support professional to join our Legal, Risk & Compliance (LRC) Technology team in Mumbai . This role supports the day-to-day operation, stability, and continuous improvement of critical compliance technology solutions, with an emphasis on Pega-based workflows and related integrations.
The position reports to a New York-based Engineering Lead and works closely with global engineering and product partners, business stakeholders, and vendors as needed. The ideal candidate has hands-on experience supporting applications in a structured production environment, is eager to learn, and takes pride in delivering reliable, high-quality service. Exposure to Legal, Risk, and Compliance domains is preferred, and familiarity with AML/KYC is a plus. The role includes support/operations responsibilities and light development/configuration work.
PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES
• Provide day-to-day application support for compliance technology solutions, with emphasis on Pega workflows and production stability.
• Triage incidents and service requests: assess impact, prioritize, troubleshoot, escalate appropriately, and drive issues to resolution within defined SLAs.
• Perform root-cause analysis for recurring issues and partner with engineering teams to implement preventative fixes and improve reliability.
• Monitor application health and job/integration outcomes (batch processes, interfaces, alerts), ensuring timely response and clear communication to stakeholders.
• Support production releases and change management activities, including validation steps, checklists, and post-deployment verification.
• Maintain high-quality operational documentation: runbooks, known error guides, support playbooks, and standard operating procedures.
• Assist with user support and adoption needs (how-to guidance, issue reproduction, feedback capture), maintaining a strong client-service mindset.
• Perform light development/configuration tasks under guidance (e.g., Pega configuration updates, minor enhancements, report adjustments, data fixes, scripting/SQL queries).
• Proactively identify recurring pain points and propose practical improvements (automation, monitoring, runbook enhancements, documentation upgrades) to reduce operational burden.
• Communicate clearly and proactively across time zones—providing concise status updates, setting expectations, and closing the loop with stakeholders.
QUALIFICATIONS
• 3+ years of experience in a technical support, application support, operations, or junior engineering role.
• Hands-on experience supporting Pega-based applications in production (required).
• Bachelor’s degree required (Computer Science, Engineering, Information Systems, or related field).
• Strong problem-solving skills with attention to detail and a strong sense of accountability.
• Clear written and verbal communication skills; able to document issues, steps taken, and resolutions succinctly.
Experience Required
• Experience working in a structured production support environment, including incident and request management, escalation practices, and post-incident follow-up.
• Ability to troubleshoot effectively using logs, diagnostics, and structured problem-solving; able to reproduce issues and isolate root cause.
• Participation in release/change management processes and post-release validation.
• Familiarity with general SDLC and support lifecycle concepts (ticketing, prioritization, environments, regression validation).
• Working knowledge of SQL (preferred) for basic querying and troubleshooting.
• Exposure to Legal/Risk/Compliance processes is preferred; familiarity with AML/KYC workflows is a plus.
• Experience collaborating with distributed teams across time zones, including structured handoffs and proactive communication.
Preferred Qualifications
• Experience supporting integrations (APIs, file transfers, middleware touchpoints), batch processing, and monitoring/alerting tools.
The position reports to a New York-based Engineering Lead and works closely with global engineering and product partners, business stakeholders, and vendors as needed. The ideal candidate has hands-on experience supporting applications in a structured production environment, is eager to learn, and takes pride in delivering reliable, high-quality service. Exposure to Legal, Risk, and Compliance domains is preferred, and familiarity with AML/KYC is a plus. The role includes support/operations responsibilities and light development/configuration work.
PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES
• Provide day-to-day application support for compliance technology solutions, with emphasis on Pega workflows and production stability.
• Triage incidents and service requests: assess impact, prioritize, troubleshoot, escalate appropriately, and drive issues to resolution within defined SLAs.
• Perform root-cause analysis for recurring issues and partner with engineering teams to implement preventative fixes and improve reliability.
• Monitor application health and job/integration outcomes (batch processes, interfaces, alerts), ensuring timely response and clear communication to stakeholders.
• Support production releases and change management activities, including validation steps, checklists, and post-deployment verification.
• Maintain high-quality operational documentation: runbooks, known error guides, support playbooks, and standard operating procedures.
• Assist with user support and adoption needs (how-to guidance, issue reproduction, feedback capture), maintaining a strong client-service mindset.
• Perform light development/configuration tasks under guidance (e.g., Pega configuration updates, minor enhancements, report adjustments, data fixes, scripting/SQL queries).
• Proactively identify recurring pain points and propose practical improvements (automation, monitoring, runbook enhancements, documentation upgrades) to reduce operational burden.
• Communicate clearly and proactively across time zones—providing concise status updates, setting expectations, and closing the loop with stakeholders.
QUALIFICATIONS
• 3+ years of experience in a technical support, application support, operations, or junior engineering role.
• Hands-on experience supporting Pega-based applications in production (required).
• Bachelor’s degree required (Computer Science, Engineering, Information Systems, or related field).
• Strong problem-solving skills with attention to detail and a strong sense of accountability.
• Clear written and verbal communication skills; able to document issues, steps taken, and resolutions succinctly.
Experience Required
• Experience working in a structured production support environment, including incident and request management, escalation practices, and post-incident follow-up.
• Ability to troubleshoot effectively using logs, diagnostics, and structured problem-solving; able to reproduce issues and isolate root cause.
• Participation in release/change management processes and post-release validation.
• Familiarity with general SDLC and support lifecycle concepts (ticketing, prioritization, environments, regression validation).
• Working knowledge of SQL (preferred) for basic querying and troubleshooting.
• Exposure to Legal/Risk/Compliance processes is preferred; familiarity with AML/KYC workflows is a plus.
• Experience collaborating with distributed teams across time zones, including structured handoffs and proactive communication.
Preferred Qualifications
• Experience supporting integrations (APIs, file transfers, middleware touchpoints), batch processing, and monitoring/alerting tools.
💡 Quick Summary
Seeking a career-building opportunity? The Analyst, Legal position is now open for candidates interested in the Legal Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Legal Jobs is a plus.