Job Description

MAJOR DUTIES Team Leadership and Management: Lead and manage the BPA production support team, including hiring, training, and performance management. Develop and maintain a high-performing, motivated team by implementing best practices, encouraging continuous learning, and providing opportunities for skill enhancement. Establish and communicate KPIs and scorecards for production support and ensure team adherence to performance standards. Service Delivery and Incident Management: Oversee the resolution of production issues and incidents, ensuring minimal impact on business operations and ensure prompt root-cause identification. Act as an escalation point for critical production issues, working with cross-functional teams to provide timely and effective resolutions. Implement and oversee the incident management and communication strategy to ensure smooth issue resolution and regular updates to impacted stakeholders. Operational Efficiency and Continuous Improvement: Design and implement strategies to improve production support processes, minimize service disruptions and enhance system reliability. Identify opportunities for automation and improvements in service delivery processes to reduce non BPA queries, repetitive issues, functional queries, manual interventions and operational impacts. Conduct regular reviews and post-incident analyses with technology to improve the overall stability and performance of applications. Stakeholder Management and Communication: Serve as the primary point of contact for senior business leaders and stakeholders on all matters related to BPA production support for the applications used by TA business in Northern Trust globally. Communicate effectively with stakeholders about production issues, status updates, business impacts scheduled maintenance, and improvements, ensuring alignment with business priorities. Build and maintain strong relationships with business units and IT teams to facilitate quick resolutions and anticipate future needs. Compliance, Risk Management, and Reporting: Ensure compliance with auditors, regulatory and operational standards as related to production support activities. Oversee the development and maintenance of documentation, including cheat sheets, issues logs, and user guides. Regularly report on production support performance, SLAs, and KPIs to senior leadership, providing insights and recommendations for improvement. Strategic Planning and Development: Develop and implement a strategic roadmap for production support, aligned with the organization s overall technology and business strategies. Collaborate with development, infrastructure, and technology teams to influence system enhancements that improve production stability. Stay updated on industry trends, technologies, and best practices in production support and apply them as appropriate. KNOWLEDGE / SKILLS Proven experience in managing production support teams, setting service standards, and delivering consistent support services. Strong understanding of IT operations, incident management, and change management processes. Familiarity with TA applications, infrastructure support, and system monitoring tools. Excellent leadership, communication, and interpersonal skills. Ability to work under pressure and manage crisis situations effectively. Strong Persuasion, Problem-solving skills and Analytical thinking. Experience in managing multiple projects simultaneously, handling complex relationships, reporting to senior management and/or steering committees EXPERIENCE Seasoned expert with an overall experience of 15 years and minimum 8 years of experience in IT / TA production support. ELIGIBILITY FOR INTERNAL PARTNERS Seasoned expert with an overall experience of 15 years and minimum 8 -10 years of experience in IT / TA production support / Transfer Agency operations and minimum of 3 years of people management experience.