Group Manager Application Production Support
New York, NY

Job Description

Position Summary:

The Application Production Support Group Manager is responsible for the providing leadership and management to one or more support teams. The Group Manager is responsible for the Application Production Support (APS) strategy and execution which includes project planning, resource scheduling, communication and strategic technology solutions as it relates to maintaining the overall integrity and stability of the BBH Production Environments. This position will work closely with the business owners, technical architects, vendors, development teams, and other Systems managers to ensure business needs and systems goals are achieved through proactive and timely responses to support needs and events. This role oversees the Production Support of the Administration, Compliance, Corporate Finance, Investment Management and Private Banking business lines and requires supporting a diverse portfolio of products of varying technologies, some of which are internally developed and some of which are vendor products.

Responsibilities include:

Planning and Organization

* In conjunction with the Division Manager, develop, maintain and achieve an integrated Business Plan for the function, which aligns organization structure, systems priorities, budget, management reporting and job descriptions.
* Ensure the smooth, effective operation of the function. This includes proper product delivery, proper escalation and resolution of high exposure items, maintain the proper balance of cost, control and client service, and maintaining proper standards and controls.

Leadership/ Management

* Develop employees by providing training, mentoring, performance management, succession planning as well as appropriately challenging assignments and assistance with career planning.
* Partner with Human Resources on recruiting, hiring and orientation. .
* Responsible for ensuring support team utilize the ITSM processes around Incident, Problem and Change Management. Ensure that the team knows how to escalate and when to communicate to the business community.
* Serves as a point of escalation for all Sev1 and Sev2 issues as required.
* Drive automation efforts to improve the efficiency and productivity of the team
* Utilize metrics to identify trends and service improvement opportunities. Present meaningful insights to influence the agenda and get the right projects prioritized that will improve stability, performance and resiliency.

Client Focus

* Oversee total customer satisfaction by ensuring responsiveness, flexibility and follow-through with all requests.
* Focus on client's perspective and needs by setting and meeting expectations and deadlines.
* Lead staff by setting high standards, providing a thoughtful approach, having a committed attitude, and by being an effective representative of BBH Systems.
* Partner and collaborate with business, development and infrastructure leads to ensure appropriate support for the applications and infrastructure being supported.

Technical

* Develop, maintain, and increase the knowledge and skills essential to performing the job and at the quality required.
* Solve job-related problems and perform the technical responsibilities of the job with a high level of competence.
* Understand the applications/infrastructure/ecosystems for the products supported
* Engage in the development process to ensure that supportability, monitorabiility, maintainability are all built in.
* Instill a technical mentality in the team, developing the team's ability to solve problems and resolve incidents independently.

Financial Control

* Control expenditure against agreed budgets to ensure unexpected expenses are identified early
* In partnership with business units, ensure ROI and best use of resources

Candidate Qualifications include:

* BS/BA degree in Computer Science or related work experience required. Advanced degree in MS preferred
* 10+ years of technical work experience in managing technical resources and technical plans.
* Financial Industry Experience required
* Leadership skills and experience in managing support teams
* Strong understanding of technical concepts and experience with multiple technologies and platforms
* Experience with scripting and automation
* Ability to understand and interpret technical logs and code
* Strong verbal and written communication ability.
* Analytical and problem-solving skills.
* Vendor management experience
* Desire to learn and to solve technical problems
* Experience driving process improvement
* Ability to drive change and participate in transformative initiatives
* Ability to work in high Energy and visible environments
* Understanding and experience using ITIL concepts

Key Candidate Competencies:

* Knows the business and the mission-critical technical and functional skills needed to do the job; understands the Systems value proposition and how to align and deliver on GPS' strategy accordingly
* Can quickly separate the mission-critical from the nice to-dos and the trivials; quickly senses what's the next most useful thing on work on; focuses on the critical few tasks that really add value and puts aside or delays the rest.
* Fearlessly takes on all issues, challenges, and people; comfortably confronts and works through conflict; challenges the status quo; delivers negative feedback and messages without hesitation; deals promptly and fairly with problem performers; energized by tough challenges
* Is well organized, resourceful and planful; effective and efficient at marshaling multiple resources to get things done; lays out tasks in sufficient detail to mark the trail; can work on multiple tasks at once without losing track; foresees and plans around obstacles
* Maneuvers well to get things done; maze bright; knows where to go to get what he/she needs; politically aware and agile; knows what the right things to do is; presents views and arguments well, influencing others
* Ability to synthesize information quickly and translate this into clear, concise information that is then shared with the client; can tailor the message to meet the client requirements

Grade-11

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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.

Full time

New York