Sr. Lead, Software Support

The Northern Trust Company seeks a Sr. Lead, Software Support to work with partners, internal service delivery units, and suppliers to ensure that the most appropriate levels of services are provided to meet current and future business needs. Monitor and manage as needed the delivery of services and the outcomes for Wealth Management partners across all of Northern Trust technology production support. Help ensure appropriate levels of service are met and assist in efforts on continuous improvement of the service and SLA/OLA reviews. Serve as an escalation point for critical incidents and act as deputy for the Service Delivery Manager. Provide leadership and problem solving to the team and partners at a high technical level. Identify areas for process improvement and carry out activities that are technically difficult to execute on those improvements. Display a balanced, cross-functional perspective, liaising with the business to help improve efficiency, effectiveness, and productivity.

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Position requires a Bachelor's degree in Computer Science, Electronic Engineering, Information Systems, or a related STEM field, followed by 7 years of progressively responsible experience translating for, and accurately communicating with, technical and non-technical stakeholders, as well as facilitating discussions across multi-disciplinary teams. Experience must include a minimum of: 5 years of experience with software design, development, testing, and implementation; 5 years of experience with software production support and experience with IT end user support and IT Service Desk; 5 years of experience leading maintenance for custom software applications and performing root cause analysis and problem management; 5 years of experience with escalation procedures, incident management, and ITIL framework; and 3 years of experience with Project Management and working with 3rd party service providers.

Job location: Chicago, IL. To apply, please visit https://careers.northerntrust.com and enter job requisition number 23011 when prompted. Alternatively, please send your resume, cover letter, and a copy of the ad to: Mayur Patil, 181 W. Madison St. 5th Floor, Chicago, IL 60602.

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