Head of Application Support Services

2 weeks ago

Madison, Wisconsin, United States TalentFish Full time

Job Title: Head of Application Support Services

Primary Location: Hybrid Role

Position Type: Direct Hire

Overview

TalentFish is seeking a seasoned professional for the role of Head of Application Support Services. This position offers a hybrid work environment.

We are in search of an accomplished leader to manage the support operations for our esteemed clients' essential business applications. This role is crucial in maintaining the uninterrupted performance of their vendor-supplied portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems. The ideal candidate will possess a robust background in financial services, outstanding leadership capabilities, and the proficiency to effectively oversee a 24x6 support team.

Key Responsibilities

  • Oversee the internal technology Application Support team.
  • Lead IT Business Systems Analyst teams and deliver exceptional IT support for third-party platforms.
  • Design and implement scalable and efficient IT support processes while identifying and mitigating security and business continuity risks.
  • Plan, design, and direct all activities of the support organization, providing strategic direction for IT solutions that enhance critical business operations.
  • Collaborate with decision-makers across departments to identify, recommend, develop, implement, and support scalable technology solutions.
  • Proactively anticipate scaling demands on the team and take measures to ensure readiness.

What You Bring to the Role (Ideal Experience)

  • Bachelor's degree in Computer Science, Information Technology, Finance, or a related field; Master's degree preferred.
  • At least 15 years of experience in application support within the financial services sector, with a minimum of 10 years in a leadership capacity.
  • Comprehensive knowledge of portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems.
  • Familiarity with SimCorp, Charles River, Bloomberg, Rimes, MarkitEDM, Factset, AWS, Azure, VMWare, Investment Accounting Platforms, Jira Service Desk, Workday, and Blackrock toolsets is highly desirable.
  • Strong grasp of ITIL frameworks and best practices.
  • Understanding of DevOps and Agile methodologies.
  • Experience supporting platforms in both on-premises and cloud environments.
  • Proven success in managing high-performing support teams in a 24x6 setting.
  • Exceptional problem-solving skills with a strategic and analytical mindset.
  • Excellent interpersonal and communication skills, with the ability to work collaboratively with diverse teams and stakeholders.
  • Experience in vendor management and contract negotiations.
  • Ability to thrive under pressure and manage multiple priorities in a dynamic environment.

What You'll Do (Skills Utilized in this Position)

  • Lead and manage a team of application support professionals providing 24x6 support for third-party portfolio management, trading, risk management, ERP, market data, investment accounting, and back-office systems.
  • Develop and implement support strategies, processes, and best practices to ensure high availability and performance of all supported applications.
  • Establish strategic direction for IT support services, focusing on best practices for service teams and enhancing automation and efficiency.
  • Act as the subject matter expert for developing service processes and strategies; support business cases for expanding Jira Service Desk functionality.
  • Manage vendor relationships, ensuring alignment of third-party support services with organizational needs and monitoring vendor SLAs.
  • Oversee incident management and problem resolution for all third-party platforms, ensuring timely responses to application issues.
  • Collaborate with internal stakeholders to understand their needs and ensure applications continuously meet their requirements.
  • Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure the support team meets or exceeds performance expectations.
  • Conduct regular performance reviews and provide ongoing training and development opportunities for the support team.
  • Drive continuous improvement initiatives to enhance support processes, reduce incidents, and improve overall application reliability and user satisfaction.
  • Maintain comprehensive documentation of support processes, incidents, and resolutions.
  • Stay informed about industry trends and emerging technologies to ensure the application support function remains effective.

TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible.

At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity.

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