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MassMutual Corporate Applications: Production Support in Springfield, Massachusetts

Accountable for day to day management of the process ensuring operational execution and stakeholder information distribution. Responsible for process adherence and raising risks. Ensures operational team’s compliance of the process to the documented standards and policies. Provides input into important decisions regarding the process supporting technology requirements. Collaborates with other service management organizations to ensure the effectiveness of operational process and cooperation/ integration with other services. Produces regular and accurate management reports that deliver business value. Ensure and drives alignment to Key Performance Indicators (KPIs) to ensure the process is operating within expected metrics. Manage the enforcement of the authorized process policy, escalating unauthorized deviations and activity for remediation. Define and document operational requirements for process improvement. Works with technical and functional teams to implement any process improvements. Perform any testing to the system and process after process improvement implementations. Always looks for automation and improvement opportunities. Works closely with Front Line Manager across the IT organization.

POSITION SUMMARY

The Corporate Application Support team is responsible for ensuring that our Corporate Applications are available for service and can support the demands of our business partners in the Corporate Business areas. The breadth of these services includes applications supporting the Legal, Compliance, Travel, Cafeteria, Real Estate, Finance, and Actuarial business areas. As a member of this Technical Support Team you will be responsible for maintaining the health and stability of homegrown, on premise vendor solutions, and integration with Software as a Service (SaaS) vendor applications. The ideal candidate must have an eye towards customer service, a working knowledge of a wide range of technologies, and be an active participant in technology discussions, operational support, and business impact analysis.

RESPONSIBILITIES

  • Support multiple business applications running on multiple technologies

  • Build client trust and respect, establish client relationships, and develop rapport with multiple business partners

  • Implement application and/or environment changes to ensure application availability

  • Participate and engage in all team meetings

  • Document best practices and operational procedures

  • Review the platform for cost savings

  • Troubleshoot and resolve issues with any component of the application or infrastructure using Standard Operating Procedures (SOP), Knowledge Data Bases (KDB), and/or Vendor support documentation

  • Perform and/or review daily health check of all environments

  • Facilitate continuous improvement across multiple applications and all environments

  • Design/Develop and ore enhance user reports

  • Design/Develop and ore enhance application metrics (i.e. KPI, Application Availability, Incidents, Service Requests, etc.)

  • Identify and drive to deployment opportunities to automate repetitive processes thereby increasing efficiency

  • Orchestrate cross infrastructure teamwork groups to resolve or enhance system performance, address incidents, and/or execute regularly scheduled maintenance

  • Communicate and collaborate with other application support teams, technical resources, and stakeholders regarding status, technical issue resolution, and/or creative problem solving

  • Monitor system usage for adherence to security, compliance, and audit requirements

  • Administer, monitor, and maintain system security

BASIC QUALIFICATIONS

  • Excellent verbal and written communication skills to be used across multiple mediums (i.e. conference calls, Teams, Slack, meeting minutes, etc.) when working with both technical and non-technical audiences located in multiple geographic locations

  • Strong interpersonal skills

  • Demonstrated ability to address multiple priorities (i.e. ad hoc requests and escalated support issues) in a fast-paced, collaborative environment

  • Demonstrated ability to work independently and grasp concepts quickly

  • Demonstrated sharp, analytical, problem solving, and decision-making skills

  • Bachelor’s Degree in a related field

  • Strong programming experience

  • 5 years of experience with multiple programing and/or scripting languages such as Java, .NET, SQL, Python etc...

  • 5 years of experience with multiple infrastructure platforms such as AIX, Linux, HP-UX, Solaris, Windows or Cloud-AWS or Azure

  • Experience with Cloud technologies such as AWS or Azure

  • Experience working with multiple database such as IBM DB2 or Microsoft SQL or Oracle etc...

  • Knowledge of monitoring, scheduling, and integration tools such as TWS Maestro or Informatica or xMatters

  • Ability to travel to Springfield, MA as needed.

PREFERRED QUALIFICATIONS

  • Desire to hone technical skills and develop business acumen with the goal of becoming an SME in support of this business area a plus

  • Experience in Insurance and/or financial services industry

  • Experience with multiple Software Development Lifecycles (SDLC), ie. Agile, Waterfall, etc.

  • Ability to guide / mentor other team members

  • Experience with Jenkins, CICD, Docker, DevOps tools and Dev Ops methodologies a plus

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

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