Application Support Lead at Voya Prime Rate Trust in Orange, CT

Job Description

The Application Support Lead supports the Service Technical Consultant and IT Manager and interfaces with the Suppliers technical team to provide oversight on the tactical and technical application support, ensuring delivery is provided within the boundaries of the managed services contract and Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, L1.5, application development, infrastructure and architecture. The Application Support Lead understands the Application Maintenance charter and what the vendor is accountable to do within the charter. Role may have consultant direct reports.

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.
• Ensures best practices for coding, architecture, SLDC and security across all teams with accountability for the quality of internal and external applications delivering work directly and through others to deliver technology solutions
• 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 plan definition and management
• Able to maintain technical documentation and configuration management data
• Able to understand Voya’s standards for architecture, security, infrastructure and solution design/development
• Able to review the quality/compliance of developed solutions for production acceptance.
• Programming language and development tool experience
• Applicable platform experience
• Application, infrastructure and security design experience
• Able to review/understand vendor performance outcomes (SLAs)
• Understanding of application/service monitoring methods
• Ability to work with supplier resources
• Ability to define and manage outcomes via established SLAs
• Leadership with managing offshore resources and delegating tasks
• Production support
• Strong written and verbal communication with all levels of management and business
• Technological document reviews
• Experience with creating and managing team sharepoint sites
• Experience with creating powerpoint slides
• Experience with excel macros
• Knowledge with technology currency