Join us as an Application Production Support Analyst

The Application Production Support Analyst will assist in the monitoring and handling of all BBH distributed and mainframe platforms.  The candidate will learn and utilize a broad range of skills in support of various IT disciplines. Candidate will perform a variety of tasks including system operations, first level help desk support and first level infrastructure/ application support.  The employee will utilize their communications skills in effectively documenting incidents and provide timely updates to Sr. Management. This is a fast paced environment with frequent interactions with Business and Application teams.  Candidate will also participate in small to medium size projects in support of the department objectives. 

This role is specifically for the following shift:

Monday through Friday (8am to 4pm (+1) EST) – U.S. based

Main areas of responsibilities:

Technical:

• Perform first level support responsibilities for various platforms (Windows, Linux, Mainframe)
• Handle both Mainframe and Distributed job scheduling responsibilities.
• Manage production activities via various mainframe and distributed tools.  Initiate corrective actions in a professional and timely manner when applicable. 
• Provide second level phone support for a variety of desktop, application, security and data accessibility incidents/requests.
• Perform Incident Management responsibilities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.
• Manage the distributed scheduler infrastructure and handle the application administration duties.

Client/User Support:

• Provide professional phone support to our global users and clients.
• Monitor transmissions from business partners and follow contingency plans, as needed.
• Serve as an escalation point for all system support teams.
• Perform testing activities as required by the application developer teams.
• Create detailed incident, problem and request documentation in support of the user/client needs.

Maintenance:

• Perform Data Center facilities management (Assets Mgmt, Change Mgmt, Security Administration)
• Direct vendor maintenance activities for all BBH locations.
• Continually help ensure that operational documentation, procedures and standards are developed and maintained.

What We Offer:

• To encourage cultural awareness and philanthropy, BBHers have 1 Culture Celebration Day and 1 Community Service Day in addition to their paid standard vacation allowance
• Private medical care
• Life Insurance
• Employee Assistance Program - offering independent and confidential counselling services for you and your family. You can get support for topics including family, marriage and relationships, finances, and legal issues.
• Professional training and qualification support
• Wellbeing Program
• Online Social Fund benefit platform
• Social, sport and integration events
• Onboarding Program for new hires

Desired Qualifications:

• Available for the applicable scheduled work week noted above.
• Available to work occasional overtime and some holidays
• Basic understanding of mainframe and distributed software tools
• Capability to perform first level support for Linux and Windows platforms
• Knowledge of standard desktop tools, such as Microsoft Office suite including Microsoft Outlook.
• Experience with mainframe and/or distributed scheduling concepts is a plus.
• Motivated individual interested in working with other IT teams
• Demonstrate customer service skills when performing second level phone support of desktop, application and security needs
• Experience in an ITIL environment preferred
• Strong verbal and written communication skills – Fluency in English
• Experience meeting deadlines and service deliverables
• Ability to multi-task in a fast-paced environment
• Strong organization and prioritization skills
• Ability to effectively communicate technical concepts to non-technical colleagues
• Flexibility, adaptability and willingness to learn both new and existing technology
• One of the Following:
  • BA/BS Information Technology, +1- 3 years’ relevant experience preferred
  • Will consider Entry Level candidates with a BA/BS in Information Technology with sufficient relevant coursework, that demonstrate a high level of technical knowledge and aptitude.
  • H.S. + equivalent experience

Salary Range

NJ: $85,000 - $95,000 base salary + annual performance bonus

BBH and its affiliates' compensation program includes base salary, discretionary bonuses, and profit-sharing. The anticipated base salary range(s) shown above are only for the indicated location(s) and may differ in other locations due to cost of living and labor considerations. Base salaries may vary based on factors such as skill, experience and qualification for the role. BBH's total rewards package recognizes your contributions with more than just a paycheck—providing you with benefits that enhance your experience at BBH from long-term savings, healthcare, and income protection to professional development opportunities and time off, our programs support your overall well-being. 

We value diverse experiences. We value diverse experiences and transferrable skillsets. If your career hasn’t followed a traditional path, includes alternative experiences, or doesn’t meet every qualification or skill listed in the job description, please do go ahead and apply.