Application Support Manager

Navtech

Job Title: Application Support Manager

Job Location: Chicago, IL

Position Type: 6 Months Contract then Perm Hire

Domain: Wealth Management Services

Req Type: Contract Remote Initially After COVID - Client location at Chicago downtown

Interview type: Initial Phone and In-Person Interview

Notes from Hiring Manager:

This is a Support Manager position. Will be working very closely with the App Dev team to set up the support group. This is more of a support manager than a development Program Manager.
"We want this person to be part of the development team. Make sure this application is going to be supportable. "
The support team will report to this Program Manager.
Moving application to Private and Public Cloud. MS Azure.
The development team is completely rewriting the application.
Support for WM applications - one of the manager's deliverables
The ideal candidate would have experience supporting an existing environment but also have worked with brand new development teams of a new application

Soft skills:

Need a leader, strong opinions, strong experience
Good knowledge of .net technologies, a cloud so they should understand coding but they don't have to be a coder.
Need to have been though "Greenfield" projects.
Banking experience is nice to have but not mandatory
The supportability of a cloud application is more important.

Job Description:

Manager, Goals Driven Wealth Management Applications Support - The Wealth Management Applications Support and Maintenance Organization is looking for a Manager to lead a new team responsible for NT's GDWM platform. Wealth Management Applications Support and Maintenance org is responsible for 24x7 production support across the globe (APAC, EMEA and North America) for over 200 applications of the Wealth Management business units at the Northern Trust Company.
ROLE: This role will support WM Business, product, technology and interact with PCET platform operations teams and Application development teams. The ideal candidate will possess excellent leadership and communication skills coupled with a solid understanding of cloud technologies, custom application development using .Net technologies and digital engineering discipline. Critical incident may require weekend and/or after hours support.

PRINCIPAL RESPONSIBILITIES:

Create GDWM support operate model through partnering with business, operations, technology and enterprise teams
Set up support teams for execution
Collaborate with application development to run intake of releases
Ensure security, availability, reliability and resiliency of applications is maintained to expectations
Partner with Microsoft and other technology partners to continuously improve and innovate
Manage global teams
Represent Support to ensure new / enhanced applications' supportability and max availability.
Contribute to an open agile culture that enables employees' development through kind and candid feedback, promotes diverse perspectives and fosters a sense of curiosity and optimism.
Collaborate with global technology teams located in Chicago and India, meeting and exceeding short-term and long-term strategic priorities.
Familiar with ITIL Process and Project methodologies. Assist and drive teams with Change Management process and Project releases.
Manage and coordinate with onsite and offshore Managed Services provider to Support applications and drive continuous improvement efforts.
Ensure compliance and identify and escalate risks, with an eye toward change control procedures, IT Process and especially applications and data security.
Provide thought leadership to development sprint teams to improve resiliency and monitoring of new applications.
Develop periodic goals, organize the work, set short-term priorities, monitor all activities, and ensure timely and accurate completion of the production support services.
Maintain risk management and compliance programs and activities for assigned groups.
Ensure completion of management status reporting for projects, metrics and availability reporting
Advise WM IT on impacts of new and enhanced application designs.
Work closely with product and business partners to define and review Service Level Agreements and to ensure services meet or exceed business needs.
Communicate with various business areas and outside vendors, consultants, and clients regarding security needs.
Identify measures to improve applications stability and availability, sustain and improve cost efficiencies and productivity gains.
Ensure compliance with all audit requirements including change control procedures and data security.
Conduct performance management, career development and hands-on training to assigned staff.
Carrie out activities that are large in scope, cross-functional and technically challenging.
Able to troubleshoot (review, analyze and resolve) applications production issues.
Develop and maintain professional relationship with all stakeholders within IT and Business teams.
Coordinate with various teams, including offshore staff, and raise support ticket for all issues, analyze root cause and assist in efficient resolution of production issues.
Responsible to attend on-call, after office hours including weekend to support High and Critical production issues.
Actively contribute to the supportability of the security applications as well as continuous service improvement.
Quick to learn/understand NT's systems and products utilizing reference materials and support procedures.
Present IT in a professional manner, exhibit customer service values in line with NT's A Approach.
Adherence to corporate standards at all times.

SKILLS / EXPERIENCE:

12+ years of application development /Support experience using modern technical frameworks and architecture, including experience collaborating with external technology teams.
Support experience with multi-channel applications (web, mobile, API, etc.).
Understanding of the Secure Software Development Lifecycle (SSDLC) and/or other methodologies
Experience working on projects in an Agile environment.
Experience using at least some of the following technologies: .Net, Azure Functions, Azure DevOps, Azure Test Plans, Azure Redis Cache, Signal R, Saga Patterns, Marklogic, Azure cloud and Azure boards
Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment. The ideal candidate can explain technical issues in layman's terms and translate business needs to technology teams and back.
Strong leadership and team player to work as part of a global support team, cross training and supporting multiple critical Wealth and Enterprise applications.
Experience working effectively with diverse groups around the world, including IT management, technology staff, business partners, consultants, vendors and clients

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Vacancy posted 5 days ago

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