Sr. Lead, SW Support

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

The Senior Lead, Software Support is part of the global Accounting and Fund Administration Production Assurance team and is responsible for supporting the production environment across AMRS, APAC and EMEA. The role provides high quality service to Operations and Business stakeholders, ensuring system availability, service continuity and timely resolution of production issues.

This role requires strong experience in application support across distributed and data technologies, including SQL, Oracle and ETL platforms. The individual should be confident operating within IT Service Management processes, able to solve complex problems, and committed to continuous improvement and professional development.

Major Duties

• Provide senior level production support for critical Accounting and Fund Administration applications, ensuring stability, availability and adherence to service level agreements.
• Investigate, analyze and resolve complex production incidents, coordinating with business, technology, infrastructure, vendor and support teams as required.
• Act as a subject matter expert for application support, providing technical guidance, consultation and leadership to team members and stakeholders.
• Evaluate processes, tools and technologies to improve operational resilience, support efficiency and business outcomes.
• Contribute to strategic planning and long-term direction for production support capabilities within the business function.
• Advise how to develop, maintain and enhance scripts, utilities or application components where required to support production stability and operational improvement.
• Oversee cross functional activities such as defect remediation, scheduling changes and service improvement actions, ensuring completion by the appropriate teams.
• Manage priorities, organise team activity, monitor progress and ensure work is completed accurately and within agreed timelines.
• Engage with management, committees and senior stakeholders to provide updates, recommendations and subject matter expertise.
• Follow ITIL aligned incident, problem and change management processes, including appropriate escalation and documentation.
• Participate in out-of-hour support on an occasional basis, including weekends, for high priority and critical production issues.

Knowledge/Skills

• Strong experience in application production support across mainframe, distributed and data platforms.
• Excellent knowledge of enterprise communication, collaboration and automation tools such as Microsoft 365 and Power Platform.
• Excellent understanding of IT Service Management, change management, incident management, ticket workflows and escalation practices.
• Experience using ServiceNow for incident, problem and change management activities.
• Practical knowledge of DataStage, ETL job support, investigation and remediation.
• Working knowledge of SQL, preferably Oracle and Microsoft SQL Server, with the ability to troubleshoot common database issues.
• Experience with Linux and Windows server environments, including scripting and operational support.
• Ability to align technical solutions with business requirements in a practical and outcome focused manner.
• Knowledge of scheduling tools such as Control M.
• Understanding of engineering delivery pipelines, DevOps practices, continuous integration, continuous delivery and Agile ways of working.
• Familiarity with containerized microservice architectures, Docker, Kubernetes and messaging platforms such as Kafka, RabbitMQ or Solace.
• Working knowledge of cloud-based technologies and modern application support practices.
• Ability to identify automation opportunities and reduce repetitive operational activity.

Personal Traits

• Strong analytical and problem-solving capability.
• Excellent verbal and written communication skills, including the ability to engage confidently with senior business stakeholders.
• Self-motivated