Senior Software Support Lead

Sr Lead, SW Support

About Northern Trust:

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world’s most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Sr Lead, SW Support will communicate with technology teams and business partners at all levels regarding new/existing processes, incident (INC), Change (CHG), Problems (PRB), DR plans / testing and capacity planning. As an Availability Team member will assist in creating reports, analyzing incident, change and problem tickets to identify trends and potential process improvements, as well as participate in our evolving Agile process transformation.

Knowledge/Skills

•       Excellent communication (verbal and written) and active listening skills

•       Strong organizational and analytical skills • Interpersonal skills, including the ability to influence and build support at all levels in the organization

•       Problem solving and root cause identification skills

•       Entrepreneurial mind-set and creative problem-solving ability

•       Ability to work independently yet collaboratively in a team environment

•       Adapts well to change

•       Proficiency with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio)

 

Qualification/ Experience

•       College or University degree and/or relevant proven work experience

•       Financial Services Industry experience and knowledge/application of ITIL methodology is a plus

 

Common activities include:

Incident, Change and Problem Management...

•       Facilitate High/Critical incident SWAT calls and send business impact notifications when needed.

•       Support the incident management (IM) process by sending system outage notifications as defined by IM process, following up with the production support teams for missing information when required.

•       Review all high impact incidents in Service Now for completeness, accuracy and consistency. Ensure all major incidents have mandatory operational metrics documented including description, business impact, resolution, action items, restoration times, whether caused by change, etc.

•       Participate in INC related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing and communication processes.

•       Define universe, track, analyze and report monthly on the number of Critical and High INCs, average impact times per TLA (application) and collective summary.

•       Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies. 

Disaster Recovery/Business Continuity...

•       Coordinate annual disaster recovery (DR) plan reviews, updates, required DR plan testing and ensure timely execution / completion. Business as Usual...

•       Demonstrate a strong awareness of client and partner needs by meeting prescribed service levels and providing informative, timely communications.

•       Provide feedback to management to enable appropriate escalations in a timely manner.

•       Ensure consistent communications with the business during incidents.

•       Adhere to predefined business and application SLAs • Work with consultants, offshore vendors and others while owning and leading availability issues.

•       Monitor production support guidelines, policies and procedures for compliance.

•       Develop or document new support procedures as needed.

•       Identify, document and approve system incident or outage escalation procedures designed to meet SLAs.

•       Cyclical Availability metrics, Change and Problem management reporting

•       Complete other assignments as requested.

In addition, he/she will contribute to the enterprise strategy in support of managers and partners achieving sustainable performance improvements and engagement within the organization.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you’re excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Experience Level

Senior Level