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    Production Support Lead - Chicago, United States - Northern Trust

    Northern Trust
    Northern Trust Chicago, United States

    3 weeks ago

    Northern Trust background
    Description
    About Northern Trust:

    Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

    Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

    For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 20,000 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands.

    We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.

    As of March 31, 2021, Northern Trust Corporation had:
    • $10.9 trillion in assets under custody/administration
    • $8.2 trillion in assets under custody
    • $1.2 trillion in assets under management
    • $122 billion in banking assets
    Northern Trust is looking for a Production Support Lead to join its Technology Team in Chicago.

    Job Description AND Principal Responsibilities

    The Cash Production Support Lead is responsible for the daily production support and incident management for the applications within the Cash and Corporate Technology. This lead will be responsible for managing development and L2/L3 Support. This role covers the bank's core cash processing applications. The candidate will lead the team of Level 2 support personals, participate in resolving significant incidents involving required stakeholders. The candidate will also provide clear and concise business communication during significant incidents. The successful candidate will work across application support, application development, infrastructure, and business teams to resolve incidents and ensure root-cause analysis is completed and remediation is done. This position is a critical role working closely with the core business operations teams, application development teams and ITSM team on Production Stability, Incident Management, Problem Management, Enhancement and Change/Release Management.
    • Primary responsibility is to provide support to the business and other IT teams, to ensure continued availability, effectiveness and accuracy of production systems.
    • Provide regular and high-quality updates to all the stakeholders on the progress of the incidents, including SLA risks/breaches.
    • Escalate and follow up new issues, failures, and fixes.
    • Primary responsibility is to lead the team of Support professionals; manage Incidents, Problems , Enhancements and Change Management.
    • Handle major production incident calls, escalate impacts to dependent teams, involve needed teams in the call to fast-track the work around and get production back to BAU within SLA.
    • Assign work responsibilities to all team members and make sure the Service-Now tickets are resolved in-time and with utmost correctness and hygiene.
    • Availability to provide Support Coverage during weekends in case of scheduled DR events, release validation efforts and in cases of major issues / failure reported
    • Should be flexible for upskilling and manage team members of same and different skill sets.
    • Proactively identify continuous improvement opportunities such as reducing manual effort, automation of tasks/resolutions or decreasing production incidents
    • Primary escalation point for application incidents and production support issues.
    • To contribute to the development and revision of relevant incident management policies, frameworks and processes.
    • Work with Leadership team closely to set up meetings on monthly production support and stability metrics review with stakeholders.
    • Review and Maintain high standards of knowledge documentation in repository and updates into Service-Now tickets.
    • Develop and maintain excellent relationships and communication with global stakeholders, self / other IT teams, and business areas.
    • Ability to work with vendors and support staff on support tickets and follow up regularly till resolution is found.
    • Should be able to lead the Major incident calls and take them to closure.
    • Coordinate with upstream and downstream teams proactively for any risks or potential issues. Alert the L3/Dev SMEs and Support management timely.
    Experience and must have Skills
    • Bachelor's Degree in computer science or equivalent
    • 10-12 years of experience in application support environment preferably in Banking domain
    • Minimum of ITIL v3 certification
    • Must have - Strong experience with Unix, Oracle and enterprise web application architectures and modern frameworks
    • Experience with shell scripting
    • Experience with Swift messaging
    • Experience with private and/or public cloud environments
      (Ex: Pivotal Cloud Foundry, Docker/Kubernetes, Azure, AWS)
    • Experience with IBM MQ, Solace
    • Batch Support experience using Control-M
    • Experience with enterprise monitoring tools - Dynatrace, CA APM, Sitescope
    • Experience with Service Now (IT Service Management tool)
    • Experience in leading team of level 2 application support/production support personals
    • Experience in Agile Processes.
    • Experience communicating with non-technical/business stakeholders using appropriate language suitable for the communicating technical issues and talking points
    Good to have skills
    • Knowledge and understanding of financial applications
    • Knowledge and understanding of application servers, databases and networks in a corporate enterprise infrastructure.
    • Knowledge of Java, Spring boot
    Working with Us:

    As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

    Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve Join a workplace with a greater purpose.

    We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies Build your career with us and apply today. #MadeForGreater

    Reasonable accommodation

    Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at

    We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

    Apply today and talk to us about your flexible working requirements and together we can achieve greater.
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