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Routine system administration and 24-hour operational support, including vendor escalation and support management
Maintaining stability and reliability of applications to established SLAs
Ensure application availability utilizing monitoring and alerts and escalate as needed
Provide timely software support and resolution for issues/incidents reported
Participate in the quarterly IL release, including defects and enhancement work prioritized by the business
Monitor batch cycles and ensure failures are remediated
Manage multiple support teams in Individual Markets, across different vendors, using Agile concepts.
Learn business requirements/processes to maintain applications
Ensure infrastructure, software and system upgrades are supported
Provide business and upper management status updates
Lead Disaster Recovery/Stability exercises



Strong project management skills, including Agile.
Knowledge of Service Center processes, including reports, dashboards, Visual Task Boards, Team Administrator activities and support schedules.
Works effectively with associates from across Individual Markets including both business, business analysts, developers, ESQA and management.
Manages multiple projects with multiple deliverables simultaneously.
Manages multiple project teams at multiple locations, including (but not limited to) NRO, NY, India. Offshore exp
Proactively manager vendor relationships.
Strong focus on continuous improvement, embracing/adapting to change, and advancing the organization s overarching goals and objectives
Adapts to changing business priorities and environments.
Proactive leader with the ability to develop and implement technical processes and procedures in support of strategic objectives
Excellent oral and written communication skills; able to communicate effectively with technical and non-technical audiences

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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