Sr Lead, SW Support

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Sr Lead, SW Support will communicate with technology teams and business partners at all levels regarding new/existing processes, incident (INC), Change (CHG), Problems (PRB), DR plans / testing and capacity planning. As an Availability Team member will assist in creating reports, analyzing incident, change and problem tickets to identify trends and potential process improvements, as well as participate in our evolving Agile process transformation.

Knowledge/Skills

•       Excellent communication (verbal and written) and active listening skills

•       Strong organizational and analytical skills • Interpersonal skills, including the ability to influence and build support at all levels in the organization

•       Problem solving and root cause identification skills

•       Entrepreneurial mind-set and creative problem-solving ability

•       Ability to work independently yet collaboratively in a team environment

•       Adapts well to change

•       Proficiency with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio)

Qualification/ Experience

•       College or University degree and/or relevant proven work experience

•       Financial Services Industry experience and knowledge/application of ITIL methodology is a plus

Common activities include:

Incident, Change and Problem Management...

•       Facilitate High/Critical incident SWAT calls and send business impact notifications when needed.

•       Support the incident management (IM) process by sending system outage notifications as defined by IM process, following up with the production support teams for missing information when required.

•       Review all high impact incidents in Service Now for completeness, accuracy and consistency. Ensure all major incidents have mandatory operational metrics documented including description, business impact, resolution, action items, restoration times, whether caused by change, etc.

•       Participate in INC related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing and communication processes.

•       Define universe, track, analyze and report monthly on the number of Critical and High INCs, average impact times per TLA (application) and collective summary.

•       Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies. 

Disaster Recovery/Business Continuity...

•       Coordinate annual disaster recovery (DR) plan reviews, updates, required DR plan testing and ensure timely execution / completion. Business as Usual...

•       Demonstrate a strong awareness of client and partner needs by meeting prescribed service levels and providing informative, timely communications.

•       Provide feedback to management to enable appropriate escalations in a timely manner.

•       Ensure consistent communications with the business during incidents.

•       Adhere to predefined business and application SLAs • Work with consultants, offshore vendors and others while owning and leading availability issues.

•       Monitor production support guidelines, policies and procedures for compliance.

•       Develop or document new support procedures as needed.

•       Identify, document and approve system incident or outage escalation procedures designed to meet SLAs.

•       Cyclical Availability metrics, Change and Problem management reporting

•       Complete other assignments as requested.

In addition, he/she will contribute to the enterprise strategy in support of managers and partners achieving sustainable performance improvements and engagement within the organization.

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.