Application Production Support Analyst II

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

Lead, execute and assist with application production support activities with specific focus on the functional and technical features of assigned BBH applications.  Serve as an escalation point and reference for new members of a growing support team. Share the responsibility for performance, reliability and optimization for all areas of assigned applications with other members of assigned shift. Function as an experienced escalation contact for the organization on all production issues and requests during assigned shift.  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. Serve as a backup for the Application Production Support Sr.

Responsibilities

Incident, Error and Business Management

• -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

Systems Health / Performance Monitoring

• 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.

Problem Management

• 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 control check are adhered to.

• Ensure problems (and/or System Defects) are appropriately logged in the central repository

Event/Crisis 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 Sr. business representatives.

Break Fix, Maintenance and Implementation Support

• Develop unit test cases and/or execute test cases based on project needs

• Provide implementation support including but not limited to code deployment and feature verification

Education and Qualifications

• BA/BS Degree in Computer Science or Business degree with related work experience. Advanced MS degree preferred
• 5-7+ years of Financial Services industry experience (Preferably Application Support)

• Excellent Communication Skills
• Strong analytical and logical thinking skills
• Proficiency in Microsoft Office applications

• Self-starter/motivated
• Proven ability to operate independently
• Ability to multi task in a fast paced environment
• Attention to detail
• Experience writing technical specifications, preferably at a financial services company (not mandatory but a plus)
• 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)

Salary Range

$90,000 - $130,000

BBH’s compensation program includes base salary, discretionary bonuses, and profit-sharing. The anticipated base salary range(s) shown above are only for the indicated location(s) and may differ in other locations due to cost of living and labor considerations. Base salaries may vary based on factors such as skill, experience and qualification for the role. BBH's total rewards package recognizes your contributions with more than just a paycheck—providing you with benefits that