Application Production Support Lead

Responsibilities

• Lead and assist with application production support activities focusing on functional and technical features of assigned BBH applications.
• Share responsibility for performance, reliability, and optimization across all areas of assigned applications with other team members.
• Act as an escalation point for the organization on production issues and requests, both during and outside of business hours.
• Collaborate with technical specialists to provide additional support when necessary to supplement and expand knowledge.
• Conduct root cause analysis on incidents impacting the reliability, accuracy, and efficiency of BBH applications.
• Update existing documentation, including formal reporting on system performance and health.

Incident, Error, and Business Management

• Provide off-hours support when issues or monitoring require intervention.
• Aid the Production Support Team in incident triage.
• Create short-term solutions to restore service based on experience and analysis.
• Manage Incident tickets, communicate with interested parties, and escalate issues as necessary.
• Ensure timely communication of issues to relevant stakeholders, including senior business representatives.

Systems Health / Performance Monitoring

• Modify daily support tasks to adapt to a changing and dynamic environment.
• Serve as an escalation point for abnormal activity or issues identified during monitoring.
• 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.
• Ensure documentation and procedures for new tactical solutions or risk controls are up-to-date and clear.
• Drive resolution for incidents and problem management.
• Participate or lead troubleshooting analysis efforts to resolve application outages in a timely manner.
• Communicate the status of research to Production Support team members and other interested parties, including senior business representatives.

Event/Crisis Management

• Participate or lead efforts around event management.
• Responsible for resolving application outages in a timely manner.
• Communicate the status of research to Production Support team members and other interested parties, including senior business representatives.

Qualifications

• Bachelor’s 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 with a willingness to work in an on-call support role.
• Ability to operate independently and multitask in a fast-paced environment.
• Experience in Financial Services.
• Experience with Splunk logs and alerting (preferred).
• Mainframe experience (preferred).
• Prior managerial or leadership experience (preferred).
• ITIL Foundation Certification (not mandatory but a plus).
• Experience using industry tools like ServiceNow for tracking Incidents and Problems (not mandatory but a plus).

Benefits

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.

The total rewards package at BBH 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.

About BBH: Brown Brothers Harriman (BBH) is a premier global financial services firm known for premium service, specialist expertise, technology solutions, and a partnership approach to client management. Across Investor Services and Capital Partners, BBH works with an enviable roster of sophisticated clients who make BBH their first call when tackling their toughest challenges. 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.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law.