Application Support Lead

Windsor, CT, United States

Together we fight for everyone's opportunity for a better financial future.

We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage - Apply Now

Job Description

The Application Support Lead supports the Service Technical Consultant and IT Manager and interfaces with the Suppliers technical team to provide oversight on the tactical and technical application support, ensuring delivery is provided within the boundaries of the managed services contract and Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, L1.5, application development, infrastructure and architecture. The Application Support Lead understands the Application Maintenance charter and what the vendor is accountable to do within the charter. Role may have consultant direct reports.

Profile Description:

Governs supplier delivery and execution on day to day batch and monitoring practices via engagement with team and utilization of governance reports

Escalates delivery issues to the Application Support Consultant and Application Manager

Governs Incident Management and root cause analysis, technical issues, problem resolution and suggests improvement plans

Ability to validate defect reporting data and escalation and business impact from the supplier

Reviews SLA reports and escalates concerns to Service Tech Consultant

Ensures system documentation it is up to standard

Conducts reviews and ensures Voya standards for infrastructure, security, architecture and design are met

Provides oversight on supplier technical updates to infrastructure/security diagrams/plans/documentation

Reviews quality of IT projects submitted for production

Partners with Tech Consultant to govern the overall end-to-end delivery of the solution set

Reviews performance results and suggests change requests to improve performance, as needed

Guides supplier to provide practical insight, expert knowledge of technical design alternatives and the implications of each approach, participating in the software development cycle. Identifies business value and cost for business and IT partner

(IT Org Specific) Ability to provide consulting on areas listed below for non-local projects:

Country-specific requirements

Language-specific or code page-specific requirements

Time-zone issues

Setting up and installing system components

Guides supplier to identify data needs, including access, security, quality and maintenance requirements. Influences and clearly relates technical alternatives to business objectives, using effective communications with customers and stakeholders

Other duties as assigned

Knowledge & Experience : Bachelor's Degree or equivalent in Computer Science, MIS, Engineering or a directly related field.

Six years of complex (multi-tiered) software development experience including two years of leadership experience

Technical knowledge in one or more programming languages and development tools

OS: MVS, LINUX/UNIX

Programming: COBOL, CICS, JCL, DYLAKOR , Assembler, SAS, JAVA, HTML

Databases: DB2 and UDB

Data Transfer

Sybase

CLOUD computing (AWS) etc

Mainframe

Transmissions (SFTP, B2B)

TWS

Experience with ServiceNow tool Proven ability of structure analysis and technical design techniques, database and file access methods.

Ability to embrace, adapt and lead through change, fosters effective partnerships, and drive effective collaboration with peers and vendor resources.

Ensures best practices for coding, architecture, SLDC and security across all teams with accountability for the quality of internal and external applications delivering work directly and through others to deliver technology solutions

Technical Domain knowledge and proven communication (verbal and written) skills to support the Business in current and future state process and capabilities

Experience with working with external suppliers to manage outcomes

Experience in production support area with the ability to handle critical issues, multi-task, delegate, communicate to all levels of management and business operations in a professional and timely manner

Ability to effectively plan and manage multiple tasks

Experience in managing offshore resources and delegating work assignments

Experience in US Retirement Services with background in retirement product features

Experience in development, batch processing, business analysis

Knowledge in support Producer Services and File Transmissions

Knowledge with Vantage and OMNI

Ability to multi-task and meet tight deadlines and SLA's Business Analysis Experience Writing requirements

Strong business communication skills

Required skills: Supplier governance experience

Issue resolution/problem solving/root cause analysis skills

Performance review and improvement opportunity identification

Remediation/improvement plan definition and management

Able to maintain technical documentation and configuration management data

Able to understand Voya's standards for architecture, security, infrastructure and solution design/development

Able to review the quality/compliance of developed solutions for production acceptance.

Programming language and development tool experience

Applicable platform experience

Application, infrastructure and security design experience

Able to review/understand vendor performance outcomes (SLAs)

Understanding of application/service monitoring methods

Ability to work with supplier resources

Ability to define and manage outcomes via established SLAs

Leadership with managing offshore resources and delegating tasks

Production support

Strong written and verbal communication with all levels of management and business

Technological document reviews

Experience with creating and managing team sharepoint sites

Experience with creating powerpoint slides

Experience with excel macros

Knowledge with technology currency

Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$103,810 - $129,760 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer Health, dental, vision and life insurance plans

401(k) Savings plan - with generous company matching contributions (up to 6%)

Voya Retirement Plan - employer paid cash balance retirement plan (4%)

Tuition reimbursement up to $5,250/year

Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.

Paid volunteer time - 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture: Customer Focused : Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.

Critical Thinking : Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.

Team Mentality : Partnering effectively to drive our culture and execute on our common goals.

Business Acumen : Appreciation and understanding of the financial services industry in order to make sound business decisions.

Learning Agility : Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

Misuse of Voya's name in fraud schemes