Application Support Lead

Company: Disability Solutions
Location: Hartford
Posted on: May 2, 2024

Job Description:

Together we fight for everyone's opportunity for a better financial future. We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now Job DescriptionThe Application Support Lead supports the Application Support Consultant and IT Manager and interfaces with the Offshore team to provide oversight on the tactical and technical application support, ensuring delivery is provided within the Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, application development, infrastructure and architecture teams. The Application Support Lead understands where the Application Maintenance team functions within the confines of Voya's SDLC Profile Description:

• Ability to problem solve application issues quickly and successfully within SLA's
• Ability to create updated documents based on problem resolution and changes required
• Governs execution on day to day batch and monitoring practices via engagement with team and utilization of governance reports and service now metrics.
• 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 escalations from business customers
• Reviews SLA reports and escalates concerns to Application Support Consultant
• Ensures system documentation it is up to date and follows standard operation
• 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 and ensures no stability concerns outstanding
• Reviews performance results and suggests change requests to improve performance, as needed
• Guides offshore team 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
• Setting up and installing system components
• 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.
  • Three - Six years of complex (multi-tiered) software development experience
  • Technical knowledge in one or more programming languages and development tools
  • OS:LINUX/UNIX, MVS Mainframe
  • Microsoft Office
  • Programming: COBOL, CICS, JCL, VSAM, SAS, Java, C++, HTML
  • Databases: DB2/UDB, Sybase, Oracle
  • SFTP, FTP, SCP Data Transfer protocols
  • TWS (IBM Tivoli Workload Scheduler)
  • Service Now
  • CLOUD computing (AZURE)
  • Micro-Focus enterprise server and tools
  • Eclipse IDE, Git, Jenkins, XL-Deploy, Linux scripting
  • Experience in Vantage, OMNI
  • 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 drives 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 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
  • Ability to understand agent related data in the function of generating commissions
  • Experience in US Retirement Services with background in retirement product features is a plus
  • Experience in development, batch processing, business analysis
  • Knowledge in support of licensing and commissions systems
  • Ability to meet tight deadlines
  • Understanding urgency and identifying when escalation is needed Required skills:
    • 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 offshore resources
    • Ability to define and manage outcomes via established SLAs
    • Ability to delegate tasks to offshore resources
    • Production support
    • Strong written and verbal communication with all levels of management and business
    • Ability to learn quickly
    • Strong team player as well as independent worker
    • Positive attitude
    • Strong work ethic
    • Self-motivatedCompensation Pay Disclosure: Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. $103,810 - $129,760 USDBe Well. Stay Well. Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.What We Offer
      • Health, dental, vision and life insurance plans
      • 401(k) Savings plan - with generous company matching contributions (up to 6%)
      • Voya Retirement Plan - employer paid cash balance retirement plan (4%)
      • Tuition reimbursement up to $5,250/year
      • Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
      • Paid volunteer time - 40 hours per calendar yearLearn more about Critical Skills At Voya, we have identified the following critical skills which are key to success in our culture:
        • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
        • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
        • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
        • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
        • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage. Learn more about Equal Employment Opportunity Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference .

Keywords: Disability Solutions, Albany , Application Support Lead, Other , Hartford, New York