Support Team Leader (Incident, Problem, Change Mgmt)

Brown Brothers Harriman (BBH) is a privately-held financial institution and has been a thought leader and solutions provider for almost 200 years. We serve the most sophisticated individuals and institutions with award-winning expertise in Investment Management, Private Banking, and Investor Services. Our 5,000 colleagues operate from 17 cities throughout North America, Europe and Asia..

BBH is committed to diversity, innovation and globalization. Our culture is driven by our goal to provide the best solutions and services to our clients and each other. Our Partnership structure creates a flat organization that promotes collaboration across all business lines. We believe that diverse ideas and the ability to come together globally across groups and borders are a competitive advantage. In order for all our teams to excel, members must trust each other and feel comfortable providing honest input from all perspectives.

As a BBH professional, your career path is yours to define. We take pride in our ability to retain our best employees. We help them manage their careers by moving top performers to new areas of BBH where their talents will make the greatest contribution. As soon as you walk through the doors at BBH, we provide you with the tools to help you succeed and grow your career.

We are currently looking for:

At Brown Brothers Harriman, we believe no job is too big or small for any of us to handle if it helps our clients. We value passionate, committed people who enjoy collaborating with others to find new solutions to complex business challenges. We are looking for the type of person who speaks their mind, truly listens and steps outside their role to add value wherever they can. Someone who is driven to get things done and views obstacles as an exciting challenge that demands a creative solution. Above all, we seek someone who takes great pride in their work and is inspired and motivated by their role in protecting and enhancing our client’s financial well-being.

If you are looking for an entrepreneurial environment where you can learn and thrive, Brown Brothers Harriman is the right place for you.

Join us as a Support Team Leader (Incident, Problem, Change Mgmt)

Brown Brothers Harriman is currently recruiting a Support Team Leader who will provide supervision and oversight to a designated shift by overseeing Incident and Problem Management responsibilities. Responsible for ensuring all members of an assigned shift follow the primary responsibilities for Incident and Problem Management, Systems Health/Performance Monitoring, Event Crisis Management, and Break Fix, Maintenance, and Implementation support. Will champion changes to assigned applications or processes that make the overall Production Management team more efficient. Will perform periodic reviews of the knowledge data base to ensure accuracy of the content. Create and/or enhance application and team metrics in order to report on the overall health of assigned systems and shift members.

Some of your key responsibilities include:

• Supervise shift resources includes the oversight of offshore consultants to ensure resources are properly trained and workloads are properly assigned.

• Oversee training and scheduling to ensure there is no disruption in providing 24x7 support planned and unplanned coverage for designated shift.

• Lead discussions with various system areas on defining and implementing proper system health and performance reviews per assigned applications: metrics, SLA's, alerts error notifications, hardware and application response times for core application components and processes.

• Ensures Support members follow up and perform due diligence for all system health, performance review and daily tasks allocated per assigned applications.

• Lead shift resources are familiar and prepared to support new functionality being deployed including training, knowledgebase review and testing if required.

• Communicate status of research to interested parties and ensure documentation is up to date

• Responsible for the Incident management process for a designated shift (including Major Incident Mgmt) Responsible for timely triage, handling, resolution and restoring services.

• Perform final review of all work arounds for process, integrity, ownership, impact and risk to the Application and Business Process defined.

• Work with Application and Business Managers and/or Product Owners in creating Postmortem (Problem mgmt.) discussions and documentation for Incidents

• Ensure the integrity and accuracy of information associated with problems (and/or System Defects) are appropriately logged in the central repository

• Lead and/or participate in the facilitation of Root Cause Analysis (RCA) efforts for Incidents occurring on assigned shift (identification and validation of RCA findings), document and identify work-around.

Qualifications:

• Experience in some form of oversight role

• Ability to facilitate support with resources in multiple locations

• 3+ years of corporate experience preferably in financial services or system support

• Strong technical background, for example experience and understanding of SQL/PL SQL in ORACLE and/or Sybase and/or Experience and Knowledgeable of Java, C++, Unix and any other specified or required programming languages

• Experience in following and operating within the framework of the software development life cycle (SDLC)

• Excellent Communication (verbal and presentation) Skills

• Strong analytical and logical thinking skills

• Self-starter/motivated and flexible

• Attention to detail

• ITIL Foundation Certification would be an asset

• Experience with Splunk and Snow is a plus

What We Offer :

• A collaborative environment that enables you to step outside your role to add value wherever you can

• Direct access to clients, information and experts across all business areas around the world

• Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm

• A culture of inclusion that values each employee’s unique perspective

• High-quality benefits program emphasizing good health, financial security, and peace of mind

• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage

• Volunteer opportunities to give back to your community and help transform the lives of others

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