Application Production Support Manager

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.

• Manage Level 1 and/or 2 production support activities for assigned applications with in a designated support group. A support group will consist of multiple applications supporting multiple business lines. Manager is responsible for ensuring 24x7 application coverage which includes managing resources in multiple locations. Function as the key escalation point for declared Incidents requiring technical expertise and or subject matter expertise of the applications to ensure timely restoration of services. Work closely with the Level 3 support teams to ensure timely escalation of incidents. In addition, candidate will be responsible for developing and creating formal resource plans to ensure 24x7 coverage. Candidate must have excellent communication skills in order to prepare and present root cause details and monthly reporting to Sr. Managers.

Responsibilities

Management/ Staff Supervision

• Provide direction, guidance, and support to the staff including the management offshore consultants to ensure resources are properly trained and workloads are properly managed.
• Ensure the 'Performance Management' process is adhered to by the entire staff.
• Oversee hiring and staff scheduling to ensure there is no disruption in providing 24x7 support coverage
• Manages application support service level agreements and produces metrics in support of results and analyzes results to identify trends and opportunities for improvement.

Problem Management

• Responsible for advocating, communicating, participating in discussions leading to strategic solutions.
• Leveraged as an expert to assist with the progressive life cycle of a problem until resolved.
• Ensure the integrity and accuracy of information associated with problems (and/or System Defects) are appropriately logged in the central repository by team members
• Manage the facilitation of Root Cause Analysis (RCA) efforts (ensuring proper prioritization of problems, identification and validation of RCA findings) and document and identify workarounds.

Break Fix and Implementation Support

• Manage the team resources to ensure SDLC framework is being followed for all implementation and project work.
• Ensure the staff has full understanding of assigned applications, functional and technical, in order to support bug fixes, minor enhancements and other project support needs. Performing code reviews, implementation plans and project execution is a must

Systems Health/Performance Monitoring

• Lead discussions with various system areas on defining and implementing proper system health and performance reviews per assigned applications. Includes but not limited to, metrics, SLA's, alerts, error notifications, hardware and application response times for core application components and processes.

Event/Crisis Management

• Manage and coordinate efforts around Event Management
• Manage and coordinate troubleshooting efforts to resolve application outage in a timely manner
• Communicate status of research to interested parties and ensure documentation is up to date
• Manage the Postmortem discussions and write ups surrounding Critical and High Events

Incident and Error Management

• Responsible for ensuring team resources adhere to the Incident Management process to ensure a timely triage, handling, resolution and restoring of services.
• Perform final review of all work arounds for process, integrity, ownership, impact and risk to the Application and Business Process defined.
• Partner with Application and Business Managers in creating Postmortem discussions and documentation for Incidents

Education and Qualifications

• BA/BS Degree in Computer Science and/or related work experience
• 7+ years of Financial Services industry experience (Preferably level 2/3 System Support or have a Development background)
• Excellent Communication Skills * Strong analytical and logical thinking skills
• 7+ years of Strong Financial service experience and/or 7+ years of Experience and Understanding of SQL/PL SQL in ORACLE and/or Sybase
• 7+ years of Experience and Knowledgeable of Java, C++, Visual Basic, Unix and any other specified or required programming languages
• 7+ years of experience in a superv