Technical Software Support Lead – Chicago

ISS NTAM Service Delivery organization is looking for a Technical Software Support Lead in US region. Responsible for day-to-day production support for multiple Asset Management Front Office and trade routing applications.  ISS NTAM Production Service Delivery organization is responsible for 24x7 production support across globe (APAC, EMEA and NA).

ROLE:

The Lead, Software Engineer, is responsible for providing technical support for Asset Management applications, including order management, trade routing, and other top 100 applications. This role supports NTAM business, operations partners, and clients while coordinating with upstream and downstream application teams.

The ideal candidate is a self-starter with strong organizational, leadership, and communication skills, along with a deep understanding of financial services technology, particularly trading applications. Occasional evening or weekend support may be required.

PRINCIPAL RESPONSIBILITIES:

• Provide technical support under the direction of the Support Manager.
• Provide L2/L3 support, monitor production workflows, and apply expert knowledge of supported application designs.
• Review, analyze, and resolve technical production issues, including job failures, and apply code fixes when needed.
• Partner with business teams to analyze and resolve inquiries while ensuring compliance with established business and IT controls.
• Build and maintain professional relationships with IT and business stakeholders while delivering effective support.
• Coordinate with global support and other teams, open support tickets, perform root-cause analysis, and help resolve production issues efficiently.
• Participate in after-hours and weekend on-call coverage for high-priority and critical production incidents.
• Improve application supportability through continuous service improvement initiatives.
• Develop knowledge of NT systems and products using available reference materials and support procedures.
• Represent IT professionally and demonstrate customer service values aligned with NT’s A Approach.
• Consistently adhere to corporate standards.

SKILLS / EXPERIENCE:

• Leadership experience in a technology role within a financial institution is required.
• Seven to ten years of experience in a technical role within the financial services industry is required.
• Strong communication, interpersonal, and technical skills, with the ability to manage multiple priorities in a fast-paced environment. Must be able to explain technical issues clearly and translate business needs for technology teams and vice versa.
• Collaborative team member capable of leading within a global support organization, cross-training colleagues, and supporting multiple critical Asset Management front-office applications.
• Experience with incident management, ticket workflows, and escalation procedures.
• Strong analytical and logical problem-solving skills to identify root causes and resolve production incidents.
• Ability to work closely with Development, Infrastructure, and vendor software support teams.
• Commitment to Agile principles and practices.
• Experience providing technical support to portfolio managers and traders.
• Advanced knowledge of Oracle, including SQL and PL/SQL.
• Advanced knowledge of Unix/Linux commands and scripting.
• Working knowledge of Microsoft SQL Server.
• Working knowledge of Python.
• Working knowledge of Microsoft Azure Platform as a Service.
• Working knowledge of cloud technologies.
• Knowledge of JSON is preferred.
• Knowledge of .NET.
• Knowledge of Java.

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.