Application Maintenance Support Lead in Minneapolis, MN at Voya

Date Posted: 10/22/2018

Job Snapshot

  • Employee Type:
  • Location:
    20 North Washington Avenue
    Minneapolis, MN
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

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Profile Summary:

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
  • 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
  • Proven ability in one or more programming languages and development tools
  • Proven ability of structure analysis and technical design techniques, database and file access methods.
  • Proven ability of  development and maintenance oversight for COTS, SaaS and home grown applications including Java, scripting, .NET, etc .
  • Familiarity with Financial Risk/Actuarial support models and business
  • 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

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



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 about Critical Skills.


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