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Team Leader, IT Information Services

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About Northern Trust

 

 

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 18,500 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.

 

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.

As of September 30, 2018, Northern Trust Corporation had:
 
$10.8 trillion in assets under custody/administration
$8.2 trillion in assets under custody
$1.2 trillion in assets under management
$132 billion in banking assets

 

Role Overview

 

 

The IT Team Leader for Information Services guides a small information services team in providing IT support to Manila partners to ensure business continuity and ensure Service Level Agreements are met while following the ITIL Service Management framework. He/she interacts frequently with partners including managers and executives, vendors and Global IT Support teams to ensure high level of satisfaction. The Team Leader also acts as a technical resource and point of escalation for team members. He/she engages in identifying and resolving complex problems relating to the product/service installation, update, configuration, operations, performance, or other aspects of information technology products and services. He/she possesses an in-depth knowledge of technical solutions and management tools.

 

 

Responsibilities

 

  • Provides IT support to Manila Partners following ITIL-based Service Management processes:

    • Change Management

      • Analyzes impact, risks and effort needed to implement a change request

      • Coordinates with operation and other IT groups to ensure seamless project or change implementation:

        • Infrastructure and Application Testing

        • Meetings with IT support teams and the Business

        • Management of IT related tasks related to the change

        • Acts as the IT Deployment PM Manila

      • Helps carry out approved changes to the system

      • Oversees the consulting, acquisition, implementation, and support of PC, LAN, WAN, and telecommunications systems

    • Problem Management / Root Cause Analysis

      • Regularly checks for new issues/incidents raised by key business partners

      • Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results

    • Incident Management / Service Request

      • Manages Onsite IT Support Operation for NOSAI Manila

      • Monitors open tickets of Manila IT thru ServiceNow ticketing tool

      • Dispatches tickets to team members and serve as the point of contact for technical calls, issues and concerns

      • Analyzes, tracks and monitors all escalated issues, acts as resolution owner and ensures that issues are properly resolved

      • Escalates unresolved issues to other pre-identified support groups and vendors

    • Major Incident Management

      • Provides support to Critical and Major Incidents that may constitute to a possible miss in SLA

      • Acts as primary contact for MAJOR infrastructure incidents

      • Provides regular updates, analysis and next steps as appropriate during outages

      • Provides after hours Firecall support

    • Capacity Management and Asset Management

      • Owns the daily and long-term strategic management of IT Assets and other technology-related hardware within NOSAI Manila

      • Plans, monitors, and records IT assets to ensure compliance with internal and external regulations and vendor contracts

  • Business Relationship Management

    • Manages I.T. related needs and issues of Manila

    • Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns

    • Maintains daily linkage with the key business partners to remain in the loop on day-to-day operations issues and status

  • Project Support/Management

    • Supports migration activities

      • Testing activities

      • Migration IT Requirements

      • Provides pre-go Live, Go-Live and Post Go Live support

    • Works with Global core IT teams on Projects & Build-outs

    • Participates, leads, executes and/or coordinates special projects as determined and assigned by the IT Manager

  • BCP and DR Activities
    • Assists in Business Continuity Planning and Disaster Recovery simulation activities

  • Partner Experience
    • Promotes and executes Partner Experience initiatives

    • Cross trains the IT organization, Manila Tech Champs and Manila Partners as needed

    • Perform process enhancements and continuous improvements through projects and initiatives

    • Lead and/or be part of initiatives to further improve partner experience by leveraging on the skills and capabilities of the Manila Tech Champs

  • People Management
    • Creates team's schedule update as necessary

    • Conducts one on one training for incoming team members

    • Manages the capability development of the team through technical trainings and educational cascades, also enabling succession planning and backup system

    • Ensures that the team complies with Northern Trust Guidelines

    • Assigns tasks to the Information Services team: organizes the work, sets short-term priorities, monitors all activity, and ensures timely and accurate completion work

    • Provides input into the performance management process and staffing decisions

    • Assists in all levels of supervision and may perform management functions in the absence of the Manager

  • Other Responsibilities
    • Ensures that the technical knowledgebase and technical documentations are kept current

    • Creates documentation for the IT known issues and concern

    • Generates and submits periodic SLA reports / scorecards

    • Performs related duties as assigned or requested by Manager

    • Reviews and negotiates vendor contracts and maintains vendor relationship to keep current on industry developments, trends, and applications

 
  • May be required to work on shift (5am-2pm, 9am-6pm(normal), 12-9pm  & 5pm-2am) including public holidays
  • Provide after-hours standby support


Qualifications

 

 

 

  • Bachelor's Degree in Information Technology, Computer Science, Engineering or any equivalent degree
  • MCSA, MCSE, CCNA, ITIL V3 Foundation certifications will be an advantage
  • 5-7 years of IT Infrastructure experience: different operating systems, database, telecommunications, PC, LAN, WAN, and data security technologies
  • Experience and in depth knowledge on ITIL V3 IT Service Management Processes, Citrix, VDI/VM, Windows servers, MS Office and Outlook.
  • Experience of working in a shared services or financial organization is an advantage
  • 2 to 3 years of experience in leading an IT Team
  • 2 to 3 years people management experience
  • Strong Thinking and Problem Solving Skills - must have demonstrated the ability to analyze and solve complex issues
  • Be a self-starter and can move forward to overcome issues and problems with minimum supervision
  • Possesses a good understanding of business processes and how they integrate within application handled

 

Knowledge and Skills


  • Proficient in Microsoft Office Suite (Word, Excel, Power Point)
  • Knowledge of and experience with IT Service Management Tools like coDesk, SDP, Clarify, Tivoli, Remedy or ServiceNow
  • Must have proven efficiency in utilizing general office applications and communication tools (Email Clients, Corporate Instant Messaging)
  • Have strong leadership skills, passion for quality and ownership in accomplishing challenging goals
  • Advanced knowledge in various workstations, desktop, laptop and peripherals
  • Basic network (LAN, WLAN, WAN, TCP/IP, OSI layer), server, database and telephony administration skills
  • Knowledgeable in Windows Active Directory, Group policy management and user profiles.
  • File server administration and configuration
  • People Management, Customer Service, Time Management, Interpersonal Skill
  • Solid desktop hardware and software troubleshooting skills
  • Solid desktop application support and troubleshooting
  • Knowledgeable in Desktop Imaging technology
  • Project Management Skills
  • Vendor Management and Asset Management Skills

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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