Sr Lead, SW Support

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. Sr Lead, SW Support will communicate with technology teams and business partners at all levels regarding new/existing processes, incident (INC), Change (CHG), Problems (PRB), DR plans / testing and capacity planning. As an Availability Team member will assist in creating reports, analyzing incident, change and problem tickets to identify trends and potential process improvements, as well as participate in our evolving Agile process transformation. Knowledge/Skills •        Excellent communication (verbal and written) and active listening skills •        Strong organizational and analytical skills • Interpersonal skills, including the ability to influence and build support at all levels in the organization •        Problem solving and root cause identification skills •        Entrepreneurial mind-set and creative problem-solving ability •        Ability to work independently yet collaboratively in a team environment •        Adapts well to change •        Proficiency with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio)   Qualification/ Experience •        College or University degree and/or relevant proven work experience •        Financial Services Industry experience and knowledge/application of ITIL methodology is a plus   Common activities include: Incident, Change and Problem Management... •        Facilitate High/Critical incident SWAT calls and send business impact notifications when needed. •        Support the incident management (IM) process by sending system outage notifications as defined by IM process, following up with the production support teams for missing information when required. •        Review all high impact incidents in Service Now for completeness, accuracy and consistency. Ensure all major incidents have mandatory operational metrics documented including description, business impact, resolution, action items, restoration times, whether caused by change, etc. •        Participate in INC related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing and communication processes. •        Define universe, track, analyze and report monthly on the number of Critical and High INCs, average impact times per TLA (application) and collective summary. •        Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies.  Disaster Recovery/Business Continuity... •        Coordinate annual disaster recovery (DR) plan reviews, updates, required DR plan testing and ensure timely execution / completion. Business as Usual... •        Demonstrate a strong awareness of client and partner needs by meeting prescribed service levels and providing informative, timely communications. •        Provide feedback to management to enable appropriate escalations in a timely manner. •        Ensure consistent communications with the business during incidents. •        Adhere to predefined business and application SLAs •