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Level 3 Support Team Lead

Expired Job

Harris Associates L.P. Chicago , IL 60602

Posted 6 months ago


July 2018


Level 3 Support Team Lead




IT Support Manager


IT Level 3 Application Support Team

Position Summary:
This is a support position that will require continuous results and user satisfaction. The role requires the candidate to gather user and technical requirements, analyze potential solutions, and develop those solutions to achieve the business objectives that aligns with the excellence of Harris Associates. The candidate must have a broad exposure to software development, with a specific focus on short-term deliverables. A desire and drive to solve business and technology problems is critical to this role. Scope includes support and maintenance of existing applications, ETL, and business processes utilizing a broad range of technologies, including .NET web applications, WinForms, SQL Server, SSIS, scheduled processes, and some legacy applications. Skills related to ITIL and Agile methodologies are critical. Effective communications skills and a strong knowledge of the securities industry are also very important.

Responsibilities and Requirements:


  • Expected to effectively manage time between development, business analysis, project management, and direct report professional development

  • Facilitates and participates meetings for sizing new projects

  • Mange projects and provide timely delivery through utilization of team resources

  • Review, monitor, and communicate progress regularly with team, IT leaders, and stakeholders

  • Collaborate with non-IT leadership and maintain positive relationships at all times

  • Assist with the training of other Support Team members as needed

  • 2+ years trading/asset management industry experience

  • 2+ years developing code using the Agile design methodology

  • Strong organizational and efficient/effective time management skills

  • Work with other team members (and teams) to understand and improve departmental standards based on best practices related to application design, support, and data

  • Ability to review work in a timely fashion and add value through constructive feedback


  • Triage, analyze, document, and develop code to remediate incidents and problems

  • Analyze processes to optimize and improve functional and non-function requirements

  • Develop automated solutions while improving and simplifying the architecture

  • Exposure to messaging patterns, especially pub/sub, utilizing NServiceBus and RabbitMQ

  • 5+ years application support and legacy code maintenance experience

  • 2+ years project management and/or business analysis related experience

  • 3+ years of experience with ITIL and its related methodologies

  • 2+ years T-SQL and SSIS (ETL) on SQL Server 2005, 2008, and/or 2012

  • 2+ years supporting and understanding web applications, including IIS

  • 3+ years .Net framework (4, 4.5), focusing on C#, LINQ


  • Mentors team members on team processes and standards

  • Maintains a pulse on all critical incidents and key stake holders at all times

  • Supports and uploads Level 1 and 2 processes and procedures, striving to continuously improve our first call resolution (FCR) metrics

  • Support Level 2, as needed, serving as a center of excellence and tier 3 subject matter experts

  • Manage team members and their workload, serves as escalation as needed

  • Review trend analysis and summarizes recommendations based on the data

Major Accountabilities

  • Ensure Level 3 ticket queues are setup for success within our defined SLA each day

  • Provide and facilitate a process to complete projects on time with few defects

  • Develop solutions for projects within the time frames agreed upon by the team

  • Update documentation to reflect enhancements made by the team

  • Provide regular demonstrations of code functionality to users during project

  • Manage employees by ensuring they are both challenged and supported in their work activities

  • Facilitate and organization managed service provider (MSP) discussions and meetings

General Education, Qualifications, Skills, and Experience

  • BA/BS Degree in technology related field

  • Minimum of 2 year of experience with project set-up and source control tools such as SVN or Git (preferred)

  • Experience with scheduling systems, such as ActiveBatch

  • Experience with Atlassian tool set, including Jira and Confluence

  • Experience with work intake tools like Service Now (preferred)Programming automating interfaces to data sources such as Bloomberg or Factset (preferred)

  • Experience with Unit Testing, TDD (preferred)

Special Requirements:

This position requires a self-directed professional who is eager to manage small scale projects related to financial services and back office trading operations.

Key Organizational Relationships:

This individual will communicate with all levels of employees throughout the firm.


In terms of cultural fit, the successful candidate will be self-motivated and energized by working amongst a group of thoughtful and intelligent colleagues. He or she will enjoy being part of a team focused on improving, innovating, and continuously learning in a highly collaborative environment. Additionally, this individual will be a strong team player with a proactive approach and the ability to take initiative with discretion and sound judgment.

Equal Employment Opportunity Policy Statement:

Harris Associates L.P. pursues a policy of equal opportunity in all areas of employment including recruitment, hiring, training, compensation, benefits, advancement and treatment on the job. This means that Harris does not discriminate against employees, or qualified applicants, on the basis of an individual's race, color, religion, creed, sex, age, national origin, physical disability, sexual orientation, trans-gender status, transsexual status, status as a veteran or disabled veteran, genetic information or for any other reason prohibited by law. Harris reserves the right to review publicly available information about applicants (i.e., via social networking sites), to the extent permissible under applicable law.

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Level 3 Support Team Lead

Expired Job

Harris Associates L.P.