Lead, Application Production Support & Incident Management

Brown Brothers Harriman

Jersey City (NJ)

On-site

USD 100,000 - 150,000

Full time

14 days+

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Job summary

Brown Brothers Harriman (BBH) is seeking a driven Production Support professional for leading, executing, and assisting with application production support activities across BBH applications. You will coordinate incident management, health monitoring, and root-cause analysis to improve reliability and performance.

The role requires collaboration with development and business teams to answer inquiries and update documentation.

Qualifications

BA/BS Degree or related work experience preferred.
Excellent Communication Skills
Strong troubleshooting and problem solving skills
Strong analytical and logical thinking skills
Proficiency in Microsoft Office applications
Self-starter that is eager to learn and willing to work in an on-call support role
Ability to operate independently
Ability to multi task in a fast paced environment
Financial Services experience required
Experience with Splunk logs and alerting preferred
Some mainframe experience preferred
Prior managerial or leadership experience preferred
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)

Responsibilities

Provide off hours support when issues or monitoring require.
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
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.
Create and maintain a robust inventory of processing alerts to ensure assigned applications are healthy and functioning properly.
Proactively review system performance and health
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 risk controls are up to date and clear.
Ensure problems (and/or System Defects) are appropriately logged and kept up to date in the central repository
Drive resolution for incidents and problem 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 Senior business representatives.