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App Prod Supp Lead at Brown Brothers Harriman

App Prod Supp Lead

Brown Brothers Harriman Boston, MA (On Site) Full-Time
Job Description

Lead, execute and assist with application production support activities with specific focus on the functional and technical features of assigned BBH applications. Serve as an escalation point and reference for new members of a growing support team. Share the responsibility for performance, reliability and optimization for all areas of assigned applications with other members of assigned shift. Function as an experienced escalation contact for the organization on all production issues and requests during assigned shift. Will work with team's technical specialists for additional support when required to supplement and expand knowledge. Provide assistance with root cause analysis on incidents that impact the reliability, accuracy and efficiency of BBH applications. In addition, candidate will be responsible for updating existing documentation, including regular formal reporting on system performance and health.

Incident, Error and Business Management

Manage the triage of application Incidents. Based on experience and analysis will use discretion on creating short term solutions to restore service.

Lead Incident Management efforts which include management of the Incident ticket, communication to interested parties and timely escalation and communication of issues

Serve as an application expert for Business requests and inquiries to ensure a timely response to business needs and questions regarding the use and capabilities of the assigned application

Systems Health / Performance Monitoring

Modify daily support team tasks as needed to keep up with a changing and dynamic environment.

Serve as an escalation point for any abnormal activity or issues identified during the monitoring process.

Event/Crisis Management

Participate or when needed lead efforts around Event Management

Lead troubleshooting analysis efforts to resolve application outages in a timely manner

Responsible for communicating the status of research to Production Support team members and other interested parties which may include Sr. business representatives.

Break Fix, Maintenance, and Implementation Support

Problem Management

Drive root cause analysis efforts engaging with appropriate SMEs

Ensure Problem records capture what to solve for and risk associated. Drive and influence prioritization advocating for Problem remediation.

Ensure Problem records are kept up to date clearly capturing status and plan for remediation.

Change Oversight

Perform proactive review of Changes to ensure in line with best practice technology architecture. Consult on design and test plans where applicable.

Accept Changes into Production performing approval after review of readiness including implementation, validation, and post validation monitoring plans. Ensure runbook and/or user guide documentation is delivered and clear. Ensure required automation including systemic monitoring and alerting is implemented with all Changes.

Develop unit test cases and/or execute test cases based on project needs

Provide implementation support including but not limited to code deployment and feature verification


Education level and/or relevant experience(s):

BA/BS Degree in Computer Science or Business degree with related work experience. Advanced MS degree preferred

5-7+ years of Financial Services industry experience (Preferably Fund Services Application Support)

Knowledge and skills (business and technical)

Excellent Communication Skills

Strong analytical and logical thinking skills

Proficiency in Microsoft Office applications

Other requirements (licenses, certifications, specialized training, physical or mental abilities required)


Proven ability to operate independently

Ability to multitask in a fast-paced environment

Attention to detail

Experience writing technical specifications, preferably at a financial services company (not mandatory but a plus)

ITIL Foundation Certification (not mandatory but a plus)

Experience in using Industry tools like ServiceNow for tracking Incidents and Problems (not mandatory but a plus)

Experience designing and building Splunk ITSI monitoring and alerting (not mandatory but a plus)

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.

This openness sparks innovation and agility, which adds to the entrepreneurial spirit and provides many more career opportunities for our staff. We are a group of high performing, dedicated and caring professionals who believe that working together is the foundation for superior client service excellence. 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 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


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