Northern Trust
Director, Service Del Impl (Finance)
Experience with assessing IT related processes such as system and information security, system development and change management, computer operations and data protection. Candidate must have excellent verbal & written communication, be able to lead SWAT calls, handle stressful situations and deal with tight deadlines. Knowledge of cloud applications, application monitoring and fine tuning and IT security are a plus.
TASKS & RESPONSIBILITIES:
•Manages the C&IS Digital Support Team. Determines staffing needs, makes hiring decisions and ensures resources are available to accomplish priorities.
•Establishes performance standards for the team. Conducts the performance management process, identifies training and career development needs.
•Be a subject matter expert overtime for Digital Delivery applications and the underlying technology
•Serve as escalation point for significant incidents and be the primary point of contact for escalation/resolution of client issues
•Actively contribute to the supportability of the applications as well as continuous service improvement projects.
•Develop understanding of NT's systems and products utilizing reference materials and support procedures.
•Manage and maintain SLA expectations across different business unit.
•Review SOWs and manage vendor relationships tied to SOWs.
•Present IT in a professional manner, exhibit customer service values in line with NT's A Approach.
SKILLS / EXPERIENCE:
• 5 + years of experience in managing a technical support or development team
• 7 + years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
• 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.
• Team player will be working as part of a global support team, cross training and supporting multiple critical Asset management front office applications.
• Experience in incident management, understanding of ticket workflows and use of escalation. Experience with ServiceNow is beneficial.
• Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
• Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
• Individuals who embrace AGILE principles and practices
Nice to Haves:
• Dynatrace experience
• Experience in SCRUM and KANBAN framework
• Experience with Solace
• Experience in XP and DevOps technical practices
• Knowledge of Java PCF, Web Services (Rest and SOAP)
• Knowledge of SQL and PL/SQL
• Knowledge of Unix/Linux Commands and scripting