Application Support Lead

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.

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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 about Critical 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