Maximising Aladdin value beyond go-live
Aladdin Platform Support
Expert help, embedded in your team
Our Aladdin® experts join your existing support team as the single point of contact for business users across front office, operations and technology. Queries are resolved faster, BlackRock tickets are better targeted, and your teams build lasting Aladdin knowledge along the way. Talk to our experts.
When to bring in Aladdin platform support
Support for every stage after go-live
The months after go-live are when Aladdin starts to deliver its full value. They’re also when support needs are at their highest, as more users come onto the platform and the project team moves on.
Firms often bring in platform support when:
- The implementation budget has been spent, and they need continuity while new ways of working bed in
- Adoption is growing across the business, bringing more training needs, FAQs and BlackRock liaison
- Project team members move on, and their Aladdin knowledge needs to stay in the business
- Legacy systems are still running and need a safe path to decommissioning
- The business case is ready to be realised, including Day 2 features deferred from the initial scope
We can join during implementation, at go-live or as a mature Aladdin client.
How it works
One support desk, four clear steps
We combine your team and ours into one Aladdin support desk, so every query is captured, documented and prioritised centrally.
1.
Raise
Business users raise tickets as usual. We check for duplicates and known fixes, and resolve what we can straight away.
2.
Triage
Our experts review, analyse and categorise each ticket across technology, trading, portfolio management and operations.
3.
Resolve or escalate
We resolve queries directly where we can. Where needed, we escalate to your IT team or raise a well-defined support or change ticket with BlackRock.
4.
Close and feed back
We close out the ticket, train users where it helps, and update documentation and the knowledge base, so the same question is easier to answer next time.
Expertise across the platform
Experts across every part of Aladdin
We build your support team around the Aladdin tools you use, with experts in Enterprise, Risk, Data, Performance, Dashboard and Toolkit. Our coverage spans every business unit using the platform, from portfolio managers and traders to operations, technology and your transformation office.
ALADDIN TOOLS
- Enterprise
- Risk
- Data
- Performance
- Dashboard
- Toolkit
TEAMS SUPPORTED
- Front office
- Operations
- Technology
- Transformation office
Everything your team needs to self-serve
Training
Aladdin Academy content, backed by hands-on training sessions from our experts and a growing network of super users.
Knowledge base
FAQs and run books tailored to your firm, supported by the Aladdin AI chatbot and the Strata Genie Bar.
Reporting
Clear insight into ticket volumes, types and trends, escalations, SLAs and KPIs, ready for your BlackRock service reviews.
A playbook for every type of request
Every ticket follows a clear path based on its type and severity. Here are some typical examples from our Centre of Excellence engagements.
No trades sent by FIX to the brokers
CoE triage and routing; escalated to BRS ACX
Config or compliance gap found after a release
Triaged, spec written, added to Day 2 book of work
New derivative needs security master set-up
Config SME sets it up; knowledge base updated
Servicer or legacy IMS feed break halts processing
Escalated to BlackRock and Client IT; users updated
ADC or interface delays on overnight loads
Data SME reruns the load; STP tracked on dashboard
User access or Aladdin tool query
Resolved first line; FAQ and chatbot updated
Valuation or analytics issue raised by the COO team
Dedicated SME resolves and works with BRS to refresh application data
Recurring tickets show a training gap
SME runs tool sessions and updates the TOM
User unsure how to use Explore or AnSer
Academy session or Genie Bar; run book refreshed
Hover over or tap a card to switch between scenario and resolution.
From set-up to self-sufficiency
Our aim is to build your in-house Aladdin capability, then step back as your team takes ownership.
Simplified illustration for explanatory purposes only
Set up
A small team on site reviews your support operating model, ticket volumes and backlog. We rationalise and simplify tickets, set up governance and agree the team model for your Day 2 book of work.
Deliver
The full Centre of Excellence team resolves tickets in line with business priorities, builds a book of work for larger development and workflow improvements, and trains your super users.
Transition to BAU
Your team takes over day-to-day ticket resolution, with internal governance in place. We stay on hand for oversight and planned Day 2 projects as needed.
Support that reduces the load
Results in practice
The client: a UK asset manager live on Aladdin, looking to cut its reliance on BlackRock for everyday queries and build in-house support capability.
Our approach: full-time Strata experts embedded within the client team, providing trading floor support, creating new run books, onboarding new instruments and resolving complex security master set-up queries.
The results:
- Around 40% fewer critical and high-urgency support tickets, month on month, in the second half of 2025
- 25% fewer asset set-up queries, through knowledge sharing with the BAU team
- An in-house Aladdin Centre of Excellence for problem solving and triage
- Defined workflows and playbooks to support the move from project to BAU
RESULTS IN PRACTICE
CLIENT
UK asset manager
MODEL
Dedicated team, hybrid on site
FOCUS
Trading floor support and security master
Part of your Aladdin Centre of Excellence
Platform Support is often the foundation of a Centre of Excellence. Many clients add Day 2 Enhancements to work through the book of work it creates, and Operational Alpha to track performance as it improves.
Aladdin & eFront Health Check
Know exactly where to focus next, with a prioritised, costed roadmap in eight weeks.
Operational Alpha Dashboard
See what happens after the trade, as it happens, in one real-time dashboard.
Day 2 Enhancements
Keep Aladdin evolving with your business, through one centralised change model.
Why choose Strata?
Industry practitioners
Our teams bring hands-on Aladdin experience from asset managers, asset owners and asset servicers, across front, middle and back office.
Delivery certainty
We work as one team, taking responsibility for outcomes across the Aladdin lifecycle. Many of our experts are ex-BlackRock, giving you the gold standard in process definition, data integration and Aladdin know-how.
Global team
With involvement in all major Aladdin implementations globally, and offices across EMEA, North America and APAC, we deliver your project or augment your team wherever you operate.
Products and accelerators
Our proprietary accelerators, help you drive adoption and track performance as it improves.
EMEA
London, Edinburgh, Dublin, Dubai
NORTH AMERICA
New York, Seattle, Wilmington, Toronto
APAC
Singapore, Sydney
LET’S GET STARTED
Ready to give your Aladdin users expert support?
Tell us how your support works today, and we’ll show you how an embedded Centre of Excellence could ease the load.
Where would your team feel the difference first?
INDUSTRY PRACTITIONERS
Our industry practitioner led delivery teams will enable you to successfully adopt Aladdin across Front, Middle and Back office. With hands on Aladdin practitioner experience from Asset Managers, Asset Owners and Asset Servicers, we design and deliver the change for your organisation.
DELIVERY CERTAINTY
We are one team, that takes responsibility for delivering outcomes for our clients across the Aladdin lifecycle. With many ex-BlackRock, our team gives you access to the gold standard in training, process definition, data integration, and Aladdin knowhow to enable your teams.
GLOBAL TEAM
We bring clients the experience of our collective involvement in all major Aladdin implementations globally, with offices across NA, EMEA and APAC regions as a result of continued client success. Rely on our team to deliver your project or augment your team.
PRODUCTS & ACCELERATORS
Our experience in solving client challenges and streamlining implementations comes to life in the products and accelerators that we have developed. Our solutions compliment your experience on Aladdin, help drive your adoption of the platform and enhance your return on investment.