Application Support Lead

2 weeks ago

Windsor, United States Voya Financial Full time

Together we fight for everyone’s opportunity for a better financial future._

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enoughwe believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

**Job Description**:
Profile Description:

- Governs supplier delivery and execution on day to day batch and monitoring practices via engagement with team and utilization of governance reports
- Escalates delivery issues to the Application Support Consultant and Application Manager
- Governs Incident Management and root cause analysis, technical issues, problem resolution and suggests improvement plans
- Ability to validate defect reporting data and escalation and business impact from the supplier
- Reviews SLA reports and escalates concerns to Service Tech Consultant
- Ensures system documentation it is up to standard
- Conducts reviews and ensures Voya standards for infrastructure, security, architecture and design are met
- Provides oversight on supplier technical updates to infrastructure/security diagrams/plans/documentation
- Reviews quality of IT projects submitted for production
- Partners with Tech Consultant to govern the overall end-to-end delivery of the solution set
- Reviews performance results and suggests change requests to improve performance, as needed
- Guides supplier to provide practical insight, expert knowledge of technical design alternatives and the implications of each approach, participating in the software development cycle. Identifies business value and cost for business and IT partner
- (IT Org Specific) Ability to provide consulting on areas listed below for non-local projects:

- Country-specific requirements
- Language-specific or code page-specific requirements
- Time-zone issues
- Setting up and installing system components
- Guides supplier to identify data needs, including access, security, quality and maintenance requirements. Influences and clearly relates technical alternatives to business objectives, using effective communications with customers and stakeholders
- Other duties as assigned

Knowledge & Experience:

- Bachelor’s Degree or equivalent in Computer Science, MIS, Engineering or a directly related field.
- Six years of complex (multi-tiered) software development experience including two years of leadership experience
- Technical knowledge in one or more programming languages and development tools
- OS: MVS, LINUX/UNIX
- Programming: COBOL, CICS, JCL, DYLAKOR, Assembler, SAS, JAVA, HTML
- Databases: DB2 and UDB
- Data Transfer
- Sybase
- CLOUD computing (AWS) etc
- Mainframe
- Transmissions (SFTP, B2B)
- TWS
- Experience with ServiceNow tool
- Proven ability of structure analysis and technical design techniques, database and file access methods.
- Ability to embrace, adapt and lead through change, fosters effective partnerships, and drive effective collaboration with peers and vendor resources.
- Technical Domain knowledge and proven communication (verbal and written) skills to support the Business in current and future state process and capabilities
- Experience with working with external suppliers to manage outcomes
- Experience in production support area with the ability to handle critical issues, multi-task, delegate, communicate to all levels of management and business operations in a professional and timely manner
- Ability to effectively plan and manage multiple tasks
- Experience in managing offshore resources and delegating work assignments

Experience in US Retirement Services with background in retirement product features

Experience in development, batch processing, business analysis

Knowledge in support Producer Services and File Transmissions

Knowledge with Vantage and OMNI

Ability to multi-task and meet tight deadlines and SLA’s
- Business Analysis Experience
- Writing requirements
- Strong business communication skills

Required skills:

- Supplier governance experience
- Issue resolution/problem solving/root cause analysis skills
- Performance review and improvement opportunity identification
- Remediation/improvement pla

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