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.
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.
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
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.
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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