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Shared Services Securities Lending - Production Assurance Lead

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75215 Requisition #
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Who we are

For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise, and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 16,500 employees globally. We serve the world’s most-sophisticated clients – from sovereign wealth funds and the wealthiest individuals and families to the most-successful hedge funds and corporate brands.

 

Northern Trust’s international business has grown dramatically over the last decade. Some of our largest clients are located in Asia and Australia, which represents a rapidly growing client base for the company. Since 1986, we have been serving clients in Asia-Pacific (APAC), including corporate pension funds, investment managers, insurance companies, government agencies, family offices and corporations. Our intricate understanding of the region allows us to provide unique insights and strategic perspectives to our clients. Currently, we have client offices in Beijing, Hong Kong, Melbourne, Singapore, Seoul, Tokyo and Kuala Lumpur.

 

What we do

We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater.

 

What you will do

We seek a  Shared Services Production Assurance Leads to be responsible for the daily production support and incident management for the applications within the Shared Services organization with a focus on our Securities Lending processing applications. 

 

You will oversee the Level 1 and Level 2 support resources, lead significant incident calls, and initiate escalation to Level 3 support as needed.  You will have experience providing clear and concise business communication during significant incidents and meet monthly with the core business partners to review monthly support metrics and stability projects.  This involves working across application support, application development, infrastructure, and business teams to resolve incidents and ensure root-cause analysis is completed and remediation tasks are identified. 

 

This position is a critical role in the overall Production Assurance organization working closely with the core business operations teams, application development teams and ITSM team on Production Stability, Incident Management, Problem Management, and Change/Release Management.

 

  1. Lead significant incident events to ensure timely resolution, escalation, and business communication
  2. Lead monthly production support and stability metrics review meeting with stakeholders.
  3. Ensure all significant incidents have a post incident assessment and root cause analysis completed with documented remediation efforts entered into the problem management tracking tool.
  4. Contribute to incident recovery playbooks to improve incident recovery times.
  5. Participate in Disaster recovery events and release testing events.
  6. Ensure problem tasks are appropriate, actionable, and assigned to the team responsible for the remediation.
  7. Primary escalation point application incidents and production support issues.
  8. Contribute to the on-going development and enhancements to our Service-Now ITIL management tool for Incident Management, Problem Management, Change/Release Management, and Knowledge management.
  9. To contribute to the development and revision of relevant incident management policies, frameworks and processes.
  10. Ensure there is appropriate turn-over between shifts as we operate on a 24 hour follow-the-sun support model.
  11. Ensure low and medium priority incidents are being addressed in a timely manner to prevent them from becoming significant incidents.

 

Your Knowledge/Skills:

  • Minimum of ITIL v3 certification with a firm understanding of ITIL Process guidelines, with a specific focus on Service Operations and Incident Management.
  • Experience with Service Now (IT Service Management tool).
  • Management of level 1 and level 2 application support resources.
  • Knowledge and understanding of financial applications with significant experience across Securities Lending and Asset Servicing processing and related applications.
  • Knowledge and understanding of personal computers, servers, databases and networks in a corporate enterprise infrastructure. This can include Java, Oracle, mainframes, .net
  • Working knowledge of effective vendor management.
  • Analytical skills and a structured methodical approach towards statistics and trend analysis, and experience with process ownership and design.
  • An ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues
  • Self-motivated to initiate action and be responsible for consequent decisions, with proven planning, prioritization and organizational skills.
  • Strong written/verbal communications skill-set with strong interpersonal and teamwork skills. Ability to work independently with minimal supervision. This will involve experience communicating with non-technical stakeholders using appropriate language suitable for the communicating technical issues and talking points.
  • Bachelor’s Degree in computer science or business management and/or demonstrable practical experience.
  • 5+ years of experience in the same or similar application support environment with 2+ years in a lead position.

 

As of March 31, 2019, Northern Trust Corporation had:

  • $10.9 trillion in assets under custody/administration
  • $8.2 trillion in assets under custody
  • $1.2 trillion in assets under management
  • $122 billion in banking assets

 

Northern Trust is an equal opportunity employer. We aim for excellence in our efforts to recruit, develop and deploy the highest caliber workforce. Our commitment and success to a diverse workforce is evident in employee satisfaction and industry acknowledgment. For a list of all our achievements please click here.

  

For a private discussion please contact Gez Williams on +61 3 9935 8204. 

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Reasonable Accommodation
Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), +630-276-5353 (Asia Pacific), +44(0)207 982 4357 (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

Equal Employment Opportunity Statements
  • APAC EEO Statement
    • APAC EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • Canada EEO Statement
    • Canada EEO STATEMENT

      Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

  • EMEA EEO Statement
    • EMEA EEO STATEMENT

      It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

  • USA EEO Statement
    • USA EEO STATEMENT

      It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO poster (U.S.)EEO is Law Poster Supplement