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Service Delivery Lead

Company: Northern Trust
Location: Chicago
Posted on: August 7, 2022

Job Description:

Job Description and Principal Responsibilities: The Cash and Messaging Service Delivery Lead is responsible for the daily production support and incident management for the applications within the Cash & Corp BU. This role covers the bank's core cash processing applications in addition to the messaging and Swift applications. The candidate will provide the Level 1 and Level 2 support, participate in resolving significant incidents involving required stakeholders, and initiate escalation to Level 3 support as needed. The candidate will also provide clear and concise business communication during significant incidents. The successful candidate will work with application development, infrastructure, and business teams to resolve incidents and ensure root-cause analysis is completed and remediation tasks are identified. This position is a critical role in the overall Production Support area working closely with the core business operations teams, application development teams and ITSM team on Production Stability, Incident Management, Problem Management, and Change/Release Management.

  • Contribute in significant incident events to ensure timely resolution, escalation, and business communication
  • Contribute to incident recovery playbooks to improve incident recovery times
  • Availability to provide Support Coverage during weekends
  • Readiness to work in early APAC and EMEA shifts
  • Participate in Disaster recovery events and release deployment/testing events
  • Ensure assigned problem tasks details are appropriate, actionable
  • Primary escalation point application incidents and production support issues
  • To contribute to the development and revision of relevant incident management policies, frameworks and processes
  • Ensure low and medium priority incidents are being addressed in a timely manner to prevent them from becoming significant incidents Experience/ Skills: Experience:
    • Bachelor's Degree in computer science or equivalent
    • 10-12 years of experience in application support environment preferably in Banking domain
    • Minimum of ITIL v3 certification
    • Strong experience with Unix, Oracle and enterprise web application architectures and modern frameworks
    • Experience with shell scripting will be an added advantage
    • Experience with Swift messaging
    • Experience with money movements, currency cutoffs and settlements
    • Experience with IBM MQ, Solace
    • Batch Support experience using Control-M
    • Experience with private and/or public cloud environments
    • (Ex: Pivotal Cloud Foundry, Docker/Kubernetes, Azure, AWS)
    • Experience with enterprise monitoring tools - Dynatrace, CA APM, Sitescope
    • Experience with Service Now (IT Service Management tool) Required Skills:
      • Firm understanding of ITIL Process guidelines, with specific focus on Service Operations and Incident Management
      • Experience in Level 1 and level 2 application support/production support
      • Knowledge and understanding of financial applications
      • Knowledge and understanding of application servers, databases and networks in a corporate enterprise infrastructure.
      • Experience communicating with non-technical/business stakeholders using appropriate language suitable for the communicating technical issues and talking points
      • An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues
      • Self-motivated to initiate action and be responsible for consequent decisions.
      • Communicate clearly with a range of people at different levels of the organization and explain and discuss technical issues using a range of styles, tools and techniques.
      • Proven planning, prioritization and organizational skills
      • Strong written/verbal communications skill-set
      • Strong interpersonal and teamwork skills.
      • Work in a manner in keeping with the Northern Trust company's core values
      • Analytical skills and a structured methodical approach towards statistics and trend analysis. For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 20,000 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands. We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater. As of March 31, 2021, Northern Trust Corporation had: --- $10.9 trillion in assets under custody/administration --- $8.2 trillion in assets under custody --- $1.2 trillion in assets under management --- $122 billion in banking assets Northern Trust is looking for a Service Delivery Lead to join its Technology Team in Chicago, India.

Keywords: Northern Trust, Chicago , Service Delivery Lead, Other , Chicago, Illinois

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