Application Production Support Lead

At BBH, Partnership is more than a form of ownership—it’s our approach to business and relationships.  We know that supporting your professional and personal goals is the best way to help our clients and advance our business. We take that responsibility seriously. With a 200-year legacy and a shared passion for what’s next, this is the right place to build a fulfilling career.

The Application Production Support Analyst will be responsible to provide enterprise application support with specific focus on the technical features of the BBH applications. Function as one of the key contacts for the organization on all production issues during the individuals shift. Share the responsibility for performance, reliability and optimization for all areas of assigned applications with other members of the team. Function as a first line contact for the organization on all production issues, or requests during assigned shift.  Act as an owner of incidents and service requests and ensure that the resolution is provided within defined service level targets (time, quality). Respond to alerts related to applications’ availability and performance. Enhance automated health monitoring for supported applications.
 

The role is expected to develop a high level of expertise on all facets of assigned applications including but not limited to the physical and logical infrastructure. Will work with application development, database and systems specialists for additional support when required to supplement and expand their knowledge.

RESPONSIBILITIES INCLUDE:

• Assist Production Support Team in triage of application Incidents.  The role involves the use of experience and analysis to create 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.
• Proactively research and escalate any abnormalities to mitigate system issues and/or downtime.
• Assist with Root Cause Analysis (RCA) efforts (prioritize problems, identify, and validate RCA) and if needed identify and document workarounds.
• Develop continuous monitoring of core system functions.
• Based on the immediate need manage internal communication around Major Incidents.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Strong communication skills, both oral and written.  Communicate concisely and with clarity, regardless of form.  Strong listening, analytical, and negotiation skills, with close attention to detail.  
• Strong problem-solving and analytical skills.  Solves difficult problems with effective solutions.  Asks good questions and looks beyond the obvious.
• Demonstrated teamwork.  Creates strong morale and spirit in his/her team and across divisions.  Shares wins and losses and celebrates team achievements

• Ability to stay calm under pressure and multitask effectively
• Ability to compose, review, and edit written materials 

QUALIFICATIONS:

• BA/BS Degree in Computer Science and/or related work experience
• 3+ years of proven experience in systems analysis, development, or application / infrastructure support.
• IT background is required. Overall technical proficiency (e.g. infrastructure components, basic programming skills).
• High level of computer literacy and understanding of SWIFT messaging, file transfer, and Internet technologies preferred.
• Strong SQL skills and database design knowledge
• Splunk or similar APM/Log analysis tool knowledge (e.g., AppDynamics, Dynatrace, ELK)
• Strong knowledge of ITIL processes, with relevant certifications preferred.
• Experience in using Industry tools like Service Now for tracking Incidents and Problems.
• Experience working with a Global team

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.

About BBH:

Brown Brothers Harriman (BBH) is a premier global financial services firm, known for premium service, specialist expertise, technology solutions and partnership approach to client management. Across Investor Services and Capital Partners, we work with an enviable roster of sophisticated clients who make BBH their first call when they are tackling their hardest challenges. Delivering for our clients and each other energizes us.

We believe that how we do our work is just as important as what we do. We are relentless problem solvers who know our best ideas come from collective debate and development—so we are never possessive about our ideas. Every day we come together as a diverse community of smart and caring people to deliver exceptional service and expert advice—creating success that lasts. No matter where you sit in the organization, everyone is empowered to contribute their ideas. BBHers can pick up the phone and call any colleague, and they are happy to help. Expanding your impact beyond your daily role is part of how we operate as trusted partners to one another. 

We believe stability is a competitive advantage, but being stable means having the knowledge, skill, and discipline to evolve, often—pushing the boundaries of innovation.  As a private partnership, every investment we make is in the relationships, technologies, products and development we believe are in the long-term interests of our clients and our people. Our long-tenured leaders are experts in their areas and are actively involved in the day-to day business, taking the time to provide guidance and mentoring to build the next generation of BBHers. Because we know, our success begins with yours.

Go to BBH.com to learn more about our rewards and benefits, philanthropy, approach to sustainability or how we support you to thrive personally, physically and financially.