Application Production Support Lead

Brown Brothers Harriman & Co•Jersey City, NJ

About The Position

Lead, execute and assist with application production support activities with specific focus on the functional and technical features of assigned BBH applications. Share the responsibility for performance, reliability and optimization for all areas of assigned applications with other members of your assigned team. Function as an escalation contact for the organization on all production issues and requests that occur on and off business hours. Will work with team's technical specialists for additional support when required to supplement and expand knowledge. Provide assistance with root cause analysis on incidents that impact the reliability, accuracy and efficiency of BBH applications. In addition, candidate will be responsible for updating existing documentation, including regular formal reporting on system performance and health.

Requirements

BA/BS Degree or related work experience preferred.
Excellent Communication Skills
Strong troubleshooting and problem solving skills
Strong analytical and logical thinking skills
Proficiency in Microsoft Office applications
Self-starter that is eager to learn and willing to work in an on-call support role
Ability to operate independently
Ability to multi task in a fast paced environment
Financial Services experience required

Nice To Haves

Experience with Splunk logs and alerting preferred
Some mainframe experience preferred
Prior managerial or leadership experience preferred
ITIL Foundation Certification (not mandatory but a plus)
Experience in using Industry tools like ServiceNow for tracking Incidents and Problems (not mandatory but a plus)

Responsibilities

Provide off hours support when issues or monitoring require.
Assist Production Support Team in triage of application Incidents.
Based on experience and analysis will use discretion on creating short term solutions to restore service.
Lead Incident Management efforts which include management of the Incident ticket, communication to interested parties and timely escalation and communication of issues
Serve as an application expert for Business requests and inquiries to ensure a timely response to business needs and questions regarding the use and capabilities of the assigned application
Modify daily support team tasks as needed to keep up with a changing and dynamic environment.
Serve as an escalation point for any abnormal activity or issues identified during the monitoring process.
Create and maintain a robust inventory of processing alerts to ensure assigned applications are healthy and functioning properly.
Proactively review system performance and health
Partner with Production Support team members and the Development organization on root cause efforts and ensure documentation and procedures for any new tactical solution or risk controls are up to date and clear.
Ensure problems (and/or System Defects) are appropriately logged and kept up to date in the central repository
Drive resolution for incidents and problem management.
Participate or when needed lead efforts around Event Management
Lead troubleshooting analysis efforts to resolve application outages in a timely manner
Responsible for communicating the status of research to Production Support team members and other interested parties which may include Senior business representatives.