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.

Job Description

Lead, execute and assist with application production support activities with specific focus on the functional and technical features of assigned BBH applications.  Share the responsibility for performance, reliability and optimization for all areas of assigned applications with other members of your assigned team. Function as an escalation contact for the organization on all production issues and requests that occur on and off business hours.  Will work with team's technical specialists for additional support when required to supplement and expand knowledge.  Provide assistance with root cause analysis on incidents that impact the reliability, accuracy and efficiency of BBH applications. In addition, candidate will be responsible for updating existing documentation, including regular formal reporting on system performance and health.

Responsibilities

Incident, Error and Business Management

• Provide off hours support when issues or monitoring require.

• Assist Production Support Team in triage of application Incidents. Based on experience and analysis will use discretion on creating 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

Systems Health / Performance Monitoring

• Modify daily support team tasks as needed to keep up with a changing and dynamic environment. 

• Serve as an escalation point for any abnormal activity or issues identified during the monitoring process.

• Create and maintain a robust inventory of processing alerts to ensure assigned applications are healthy and functioning properly.

• Proactively review system performance and health

Problem Management

• Partner with Production Support team members and the Development organization on root cause efforts and ensure documentation and procedures for any new tactical solution or risk controls are up to date and clear.

• Ensure problems (and/or System Defects) are appropriately logged and kept up to date in the central repository

• Drive resolution for incidents and problem management.

Event/Crisis Management

• Participate or when needed lead efforts around Event Management

• Lead troubleshooting analysis efforts to resolve application outages in a timely manner

• Responsible for communicating the status of research to Production Support team members and other interested parties which may include Senior business representatives.

Education and Qualifications

• BA/BS Degree or related work experience preferred.

• Excellent Communication Skills

• Strong troubleshooting and problem solving skills

• Strong analytical and logical thinking skills

• Proficiency in Microsoft Office applications

• Self-starter that is eager to learn and willing to work in an on-call support role

• Ability to operate independently

• Ability to multi task in a fast paced environment

• Financial Services experience required

• Experience with Splunk logs and alerting preferred

• Some mainframe experience preferred

• Prior managerial or leadership experience preferred

• ITIL Foundation Certification (not mandatory but a plus)

• Experience in using Industry tools like ServiceNow for tracking Incidents and Problems (not mandatory but a plus)

Salary Range

NJ: $100,000 - $150,000 base salary + annual target bonus

BBH and its affiliates' compensation program includes base salary, discretionary bonuses, and profit-sharing. The anticipated base salary range(s) shown above are only for the indicated location(s) and may differ in other locations due to cost of living and labor considerations. Base salaries may vary based on factors such as skill, experience and qualification for the role. BBH's total rewards package recognizes your contributions with more than just a paycheck—providing you with benefits that enhance your experience at BBH from long-term savings, healthcare, and income protection to professional development opportunities and time off, our programs support your overall well-being. 

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.