Over the last 20 years, Ares’ success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

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.
• Familiarity with Jira/Confluence (or similar) for ticketing and documentation.
• Interest in building deeper workflow/platform expertise over time (including Pega configuration and broader engineering responsibilities).

General Requirements

• Fast-moving, highly responsive, and service-oriented; prioritizes stakeholder impact and clear communication.
• Strong ownership mindset; takes responsibility from intake through resolution and follow-through.
• Actively seeks feedback, incorporates it quickly, and demonstrates measurable improvement over time.
• Curious and committed to continuous learning; builds knowledge through documentation, shadowing, and post-incident reviews, and shares learnings with the team.
• Comfortable operating with ambiguity; exercises good judgment and escalates appropriately.
• Willingness to flex working hours as needed to support global collaboration and production needs.

Reporting Relationships

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.