The Senior Lead, Software Support is part of the global Accounting and Fund Administration Production Assurance team and is responsible for supporting the production environment across AMRS, APAC and EMEA. The role provides high quality service to Operations and Business stakeholders, ensuring system availability, service continuity and timely resolution of production issues.

This role requires strong experience in application support across distributed and data technologies, including SQL, Oracle and ETL platforms. The individual should be confident operating within IT Service Management processes, able to solve complex problems, and committed to continuous improvement and professional development.

Major Duties

• Provide senior level production support for critical Accounting and Fund Administration applications, ensuring stability, availability and adherence to service level agreements.
• Investigate, analyze and resolve complex production incidents, coordinating with business, technology, infrastructure, vendor and support teams as required.
• Act as a subject matter expert for application support, providing technical guidance, consultation and leadership to team members and stakeholders.
• Evaluate processes, tools and technologies to improve operational resilience, support efficiency and business outcomes.
• Contribute to strategic planning and long-term direction for production support capabilities within the business function.
• Advise how to develop, maintain and enhance scripts, utilities or application components where required to support production stability and operational improvement.
• Oversee cross functional activities such as defect remediation, scheduling changes and service improvement actions, ensuring completion by the appropriate teams.
• Manage priorities, organise team activity, monitor progress and ensure work is completed accurately and within agreed timelines.
• Engage with management, committees and senior stakeholders to provide updates, recommendations and subject matter expertise.
• Follow ITIL aligned incident, problem and change management processes, including appropriate escalation and documentation.
• Participate in out-of-hour support on an occasional basis, including weekends, for high priority and critical production issues.

Knowledge/Skills

• Strong experience in application production support across mainframe, distributed and data platforms.
• Excellent knowledge of enterprise communication, collaboration and automation tools such as Microsoft 365 and Power Platform.
• Excellent understanding of IT Service Management, change management, incident management, ticket workflows and escalation practices.
• Experience using ServiceNow for incident, problem and change management activities.
• Practical knowledge of DataStage, ETL job support, investigation and remediation.
• Working knowledge of SQL, preferably Oracle and Microsoft SQL Server, with the ability to troubleshoot common database issues.
• Experience with Linux and Windows server environments, including scripting and operational support.
• Ability to align technical solutions with business requirements in a practical and outcome focused manner.
• Knowledge of scheduling tools such as Control M.
• Understanding of engineering delivery pipelines, DevOps practices, continuous integration, continuous delivery and Agile ways of working.
• Familiarity with containerized microservice architectures, Docker, Kubernetes and messaging platforms such as Kafka, RabbitMQ or Solace.
• Working knowledge of cloud-based technologies and modern application support practices.
• Ability to identify automation opportunities and reduce repetitive operational activity.

Personal Traits

• Strong analytical and problem-solving capability.
• Excellent verbal and written communication skills, including the ability to engage confidently with senior business stakeholders.
• Self-motivated, proactive and able to work effectively with minimal supervision.
• Well organized, adaptable and able to manage changing priorities in a fast-paced environment.
• Collaborative approach with the ability to build effective working relationships across teams and regions.
• Commitment to continuous learning and ongoing improvement.
• Willingness to work outside standard office hours when required to support critical production issues.

Industry

• Financial services domain knowledge is desirable, particularly in middle office operations, asset servicing, fund services or transfer agency.
• Minimum of 10 years of relevant experience.

Salary Range:

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.