Senior Specialist, Productions Services Application Support

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Job description

Overview Of BNY Mellon:
BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment and wealth management and investment services in 35 countries. As of March 31, 2021, BNY Mellon had $41.7 trillion in assets under custody and/or administration, and $2.2 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on . Follow us on or visit our newsroom at for the latest company news.

Overview of the Role

As a leader of the Pershing Technology Applications Support Group, you will be managing a number of people and you will be working closely with colleagues across the Technology department, various business units and with our client facing teams.

You will be responsible for providing a critical link between the various internal Pershing technical and non-technical teams, Client Support team, external third-party application support groups and users of Pershing hosted applications with the ultimate aim of quickly and accurately resolving customer and application issues. These issues may not arise from the software, and could be business process related, usage related or related to changes from recent software releases. Hence you would need to be able to quickly investigate the possible source and route the details through the relevant teams if the problem cannot be resolved within the applications support group. You will additionally be responsible to manage members of the team to track their progress against goals, resourcing, and involvement with BAU tasks and lead by example.

The core support times for the team are from 08:00 - 18:00 on site with additional support provided by the team in India from 02:00 to 08:00 Monday - Friday. Oncall Applications Support is provided at all other times by the group through a rota and you will act as an escalation point when UK staff members are on call. You will be a key contact within the team to ensure out of hours planned work is resourced with a fair distribution.

Various other duties include tracking performance against KPI's and SLA's to ensure Application Support are adhering to support standards, following established Incident/Change/Problem management processes for the group, and providing a first-class service to users and stakeholders.

Soft Skills:
• Managed a multi-location multi-country support team delivering BAU support and projects
• Senior manager for the team responsible for system recovery during priority incidents
• Manage stakeholders and represent the team to senior executives.
• Excellent verbal and written communication skills
• Has the right attitude towards the role and is willing to support all products, day or night and react to live problems with the utmost priority
• Demonstrates the ability to work with cross-continental, cross-culture support teams with a proven ability to liaise and coordinate between disparate and multi-disciplined teams.
• High level of professionalism when communicating with external clients and internal users to resolve problems. Taken ownership of the problem and striving to bring the problem to closure whilst managing expectations.
• Results oriented, leading by example with excellent analytical and problem-solving skills.
• Maintain an attitude of continual service improvement to help suggest improvements and drive change.

Technical skills:
• Experience of MS Windows OS Server editions
• Knowledge of any scripting language such as PowerShell, VBScript, or shell scripting
• Knowledge of multi-tier application architecture
• Experience of web technologies and internet-based applications
• Knowledge of any issue/problem tracking system such as ServiceNow
• Basic knowledge and experience of diagnosing network related technical issues
• Experience of working with Production and Non-production environments
• Experience of working in an on-call 24x7 facility
• Experience of application recovery during out-of-hours priority incidents with limited support
• Experience of using tools such as AppD, Grafana, Cloudprober,Splunk and Moogsoft
• Knowledge of load-balanced environments such as from BigIP F5, Cisco, Citrix etc.
• Basic understanding of Message Queuing (i.e. IBM WebSphere MQ or Microsoft MQ etc.)
• Understanding of SQL Server

Primary Responsibilities
• Responsibility for managing the Application Support Team
• Developing the team and individuals
• Implementing and developing the monitoring strategy
• Leading resolution to priority issues
• Monthly reporting and tracking Key Risk Indicators
• Working with stakeholders to enhance the customer experience

Shared Values and Core Competencies

Values
• Client Focus: Putting the client at the centre of all that we do
• Integrity: Acting with the highest ethical standards for our company, our employees and our clients
• Teamwork: Fostering collaboration and diversity to empower employees to build relationships and deliver insights
• Excellence: Setting the standard for leading-edge solutions, innovation and continuous improvement

Core Competencies
• Building Organizational Talent
• Change Leadership
• Client Orientation
• Developing Partnerships
• Driving Execution
• Operational Decision Making
• Global Acumen

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BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.

Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.