Application Production Support Lead

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.

Provide supervision and oversight to a designated shift by overseeing Incident and Problem Management responsibilities. Responsible for ensuring all members of an assigned shift follow the primary responsibilities for Incident and Problem Management, Systems Health/Performance Monitoring, Event Crisis Management, and Break Fix, Maintenance and Implementation support. Will champion changes to assigned applications or processes that make the overall Production Management team more efficient. Will perform periodic reviews of the knowledge data base to ensure accuracy of the content. Create and/or enhance application and team metrics in order to report on the overall health of assigned systems and shift members.

Responsibilities
 

Staff Supervision

• Supervise shift resources includes the oversight of offshore consultants to ensure resources are properly trained and workloads are properly assigned.
• Ensure the 'Performance Management' process is adhered to by the entire staff.
• Oversee training and scheduling to ensure there is no disruption in providing 24x7 support coverage for designated shift

Systems Health/Performance Monitoring

• Lead discussions with various system areas on defining and implementing proper system health and performance reviews per assigned applications: metrics, SLA's, alerts error notifications, hardware and application response times for core application components and processes.
• Ensures Support members follow up and perform due diligence for all system health, performance review and daily tasks allocated per assigned applications.

implementation Support

• Proven experience in following and operating within the framework of the software development life cycle (SDLC)
• Led shift resources are familiar and prepared to support new functionality being deployed including training, knowledgebase review and testing if required.

Event/Crisis Management

• lead or coordinate efforts around Event Management
• Lead or 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
• Assist with the facilitation of Post Mortum discussions and write ups surrounding Critical and High Events

Incident and Error Management

• Responsible for the Incident management process for a designated shift. Responsible for timely triage, handling, resolution and restoring services.
• Perform final review of all work arounds for process, integrity, ownership, impact and risk to the Application and Business Process defined.
• Work with Application and Business Managers and/or Product Owners in creating Post Mortum discussions and documentation for Incidents

Problem Management

• Responsible for escalating, communicating, and participating in activities associated with the Problem Management Life Cycle. Seen 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
• Led and/or participate in the facilitation of Root Cause Analysis (RCA) efforts for Incidents occurring on assigned shift (identification and validation of RCA findings), document and identify work-around.

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 System Support)
• Proven ability to lead a support team with resources in multiple location
• Excellent Communication (verbal and presentation) Skills
• Strong analytical and logical thinking skills
• 5+ years of Strong Financial services experience and/or 5+ years of Experience and Understanding of SQL/PL SQL in ORACLE and/or Sybase
• 5+ years of Experience and Knowledgeable of Java, C++, Visual Basic, Unix and any other specified or required programming languages
• 3+ years of experience in a supervisory role