Application Support Lead at Voya Financial (Hartford, CT)

| Hartford, CT
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Together we strive for everyone's opportunity towards a better financial future.

Together we stand up for and champion everyone's access to opportunity. We strive for better together. We advocate for everyone and not against anyone. Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision to be America's Retirement Company®.

Are you ready to join a great company with a winning culture? Start your Voyage - Apply Now

Job Description

Please Note: This position allows remote work from home but will require travel to our Voya office as business requires. Candidates must be located within a 50-mile radius from your assigned office location (MA, GA, MN, AZ and CT)

Profile Summary:

The Application Support Lead supports the Service Technical Consultant and IT Manager and interfaces with the Suppliers technical team to provide oversight on the tactical and technical application support, ensuring delivery is provided within the boundaries of the managed services contract and Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, L1.5, application development, infrastructure and architecture. The Application Support Lead understands the Application Maintenance charter and what the vendor is accountable to do within the charter. Role may have consultant direct reports.

Profile Description:
  • Governs supplier delivery and execution on day to day batch and monitoring practices via engagement with team and utilization of governance reports
  • Escalates delivery issues to the Application Support Consultant and Manager
  • Governs Incident Management and root cause analysis, technical issues, problem resolution and suggests improvement plans
  • Ability to validate defect reporting data and escalation and business impact from the supplier
  • Reviews SLA reports and escalates concerns to Service Tech Consultant
  • Ensures system documentation it is up to standard
  • Conducts reviews and ensures Voya standards for infrastructure, security, architecture and design are met
  • Provides oversight on supplier technical updates to infrastructure/security diagrams/plans/documentation
  • Reviews quality of IT projects submitted for production
  • Partners with Tech Consultant to govern the overall end-to-end delivery of the solution set
  • Reviews performance results and suggests change requests to improve performance, as needed
  • Guides supplier to provide practical insight, expert knowledge of technical design alternatives and the implications of each approach, participating in the software development cycle. Identifies business value and cost for business and IT partner
  • (IT Org Specific) Ability to provide consulting on areas listed below for non-local projects:
  • Country-specific requirements
  • Language-specific or code page-specific requirements
  • Time-zone issues
  • Setting up and installing system components
  • Guides supplier to identify data needs, including access, security, quality and maintenance requirements. Influences and clearly relates technical alternatives to business objectives, using effective communications with customers and stakeholders
  • Other duties as assigned


Knowledge & Experience:
  • Bachelor's Degree or equivalent in Computer Science, MIS, Engineering or a directly related field.
  • Six years of complex (multi-tiered) software development experience including two years of leadership experience
  • Experience in a production support environment, understanding the support expectations
  • Proven ability in one or more programming languages and development tools
  • Proven ability of structure analysis and technical design techniques, database and file access methods.
  • Proven ability of mainframe, linux and cloud developement,
  • Ability to embrace, adapt and lead through change, fosters effective partnerships, and drive effective collaboration with peers and vendor resources.
  • Ensures best practices for coding, architecture, SLDC and security across all teams with accountability for the quality of internal and external applications delivering work directly and through others to deliver technology solutions
  • Technical Domain knowledge and proven communication (verbal and written) skills to support the Business in current and future state process and capabilities
  • Experience with working with external suppliers to manage outcomes
  • Experience with power point, creation of slides and presentation skills
  • Strong verbal and written communication skills with ability to communicate with all levels of management and our business customers
  • Experience with OMNI (FIS), distributed platform, Admin Web is a plus


Required skills:
  • Supplier governance experience
  • Issue resolution/problem solving/root cause analysis skills
  • Performance review and improvement opportunity identification
  • Remediation/improvement plan definition and management
  • Able to maintain technical documentation and configuration management data
  • Able to understand Voya's standards for architecture, security, infrastructure and solution design/development
  • Able to review the quality/compliance of developed solutions for production acceptance.
  • Programming language and development tool experience
  • Applicable platform experience
  • Application, infrastructure and security design experience
  • Able to review/understand vendor performance outcomes (SLAs)
  • Understanding of application/service monitoring methods
  • Ability to work with supplier resources
  • Ability to define and manage outcomes via established SLAs
  • Ability to handle a stressful production environment with multiple escalations
  • Strong written and verbal communication skills


Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer
  • Health, dental, vision and life insurance plans
  • 401(k) Savings plan - with generous company matching contributions (up to 6%)
  • Voya Retirement Plan - employer paid cash balance retirement plan (4%)
  • Tuition reimbursement up to $5,250/year
  • Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
  • Paid volunteer time - 40 hours per calendar year


Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:
  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.


Learn more aboutCritical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

We are committed to maintaining a diverse workforce. This commitment governs all decisions related to employment, including selection, development and compensation. It also includes an employee's request for reasonable accommodation. All employees will be treated in a manner free from discrimination or harassment. Voya is committed to providing equal employment opportunities for persons with disabilities, including reasonable accommodation when needed. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please see our resources for applicants with disabilities.

Misuse of Voya's name in fraud schemes
More Information on Voya Financial
Voya Financial operates in the Financial Services industry. The company is located in New York, NY, Braintree, MA, Windsor, CT, Atlanta, GA, Jacksonville, FL, Minneapolis, MN and Tempe, AZ. Voya Financial was founded in 2014. It has 5463 total employees. It offers perks and benefits such as Health Insurance Benefits, 401(K), Remote Work Program. To see all 46 open jobs at Voya Financial, click here.
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