Sr. Lead, Software Support at Northern Trust in Chicago, Illinois

Job Description:

SR LEAD, SOFTWARE SUPPORT - Chicago

ISS NTAM Production Maintenance and Support organization is looking for a Sr. Technical Software Support Lead in US region. Responsible for day-to-day production support for multiple Asset Management Front Office and trade routing applications and delegating technical support needs for NTAM support organization in US region. ISS NTAM Production maintenance and Support organization is responsible for 24x7 production support across globe (APAC, EMEA and NA) for various applications of the Asset Management business units at Northern Trust Company.

ROLE:

NTAM Application Support Lead has responsibility for the management of technical support of our Asset Management portfolio and order management, trade routing, and other top 100 applications with Chicago office coverage. This role will support our NTAM business and operations partners and clients and will liaise with upstream and downstream application teams.

The ideal candidate will be a self-starters with excellent organizational, management, communication skills and a deep understanding of technologies used by Northern Trust business as well as in financial institutions with emphasis in trading applications. Some night/weekend may be required from time to time.

PRINCIPAL RESPONSIBILITIES:

• Candidate will provide technical support leadership at direction of Support Manager.
• Candidate will be responsible to provide L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
• Candidate should be able to troubleshoot (review, analyze and resolve) technical production issue including job failure, and able to apply code fix on need basis.
• Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirement.
• Develop and maintain professional relationship with all stakeholders within IT and Business teams and provide support.
• Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
• Candidate will be responsible to attend on-call after office hours including weekend to support High and Critical production issue.
• Actively contribute to the supportability of the applications as well as continuous service improvement projects.
• Develop understanding of NT's systems and products utilizing reference materials and support procedures.
• Present IT in a professional manner, exhibit customer service values in line with NT's A Approach.
• Adherence to corporate standards at all times.

SKILLS / EXPERIENCE:

• Management/Lead experience in a technology setting within a financial institution required.
• 10+ years of experience in a financial industry technical role required.
• Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment. The ideal candidate can explain technical issues in layman's terms and translate business needs to technology teams and back.
• Team player will be working in a leadership role as part of a global support team, cross training and supporting multiple critical Asset management front office applications.
• Experience in incident management, understanding of ticket workflows and use of escalation.
• Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
• Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
• Individuals who embrace AGILE principles and practices.
• Sound knowledge of Aladdin by Blackrock Solutions is required.
• Experience working to technically support Portfolio Managers and Traders on Blackrock platform.
• Extensive Knowledge of .NET
• Extensive Knowledge of SQL and PL/SQL
• Extensive Knowledge of Unix/Linux Commands and scripting
• Extensive Knowledge of Perl Scripting
• Extensive Knowledge of Java

Additional Information