The Opportunity

As an experienced member of this Technical Support Team you will be responsible for maintaining the health and stability of homegrown, on premise vendor solutions, and integration with Software as a Service (SaaS) vendor applications. The ideal candidate must have an eye towards customer service, a working knowledge of a wide range of technologies, and be an active participant in technology discussions, operational support, and business impact analysis.

The Team

This teams goal is to support and maintain health and stability of homegrown, on premise, and integration with Software as a Service (SaaS) vendor applications. We also participate in technical studies and evaluations of business requirements and technological alternatives, and recommends appropriate systems solutions. Provide direction and guidance to other programmers. Responsible for the evaluation and implementation of complex applications with complex subsystems that may affect the entire system or multiple systems applications. Advise on methods to improve scalability. Prepare communications, documentation and conducts classes on new system alternatives. Consult and provide guidance to client and IT personnel. Receive general supervision and is competent to work at the highest technical level of systems consulting while working on own most of the time.

The Impact:

• Support multiple business applications running on multiple technologies

• Implement application and/or environment changes to ensure application availability

• Troubleshoot and resolve issues with any component of the application or infrastructure using Standard Operating Procedures (SOP) and Knowledge Data Bases (KDB)

• Resolve production problems/issues and batch abends to ensure timely availability of product onlines for business use, within the given service level agreement (SLA), and provide day to day support for existing systems

• Perform minor [code fix changes] and/or testing of changes associated with systems

• Create test plans to verify logic of new or modified programs and conduct unit testing, system testing and regression testing to validate the code modifications

• Plan and assist in migration of code between different environments, and participate in production implementations

• Interact with clients, including query resolution for business partners

• Perform health check of environments

• Help users develop and/or enhance reports for meaningful application results/metrics

• Identify opportunities to automate repetitive processes, increasing efficiency

• Orchestrate cross-infrastructure teamwork groups to resolve or enhance system performance, address incidents, and/or execute regularly scheduled maintenance

• Communicate and collaborate with other application support teams’ technical resources and stakeholders regarding status, technical issue resolution, and/or creative problem solving

• Monitor system usage for adherence to security, compliance, or audit requirements

• Administer, monitor, and maintain system security

• Build client trust and respect, establish client relationships, and develop rapport with multiple business partners

• Participate and engage in team meetings

• Document best practices and operational procedures

• Facilitate continuous improvement within the environment

• Review the platform for cost savings

The Minimum Qualification:

• Bachelor's Degree

• 5+ years in Operations/Applications/Production Systems Support

The Ideal Qualification:

• Rollout operational changes and functional enhancements as per schedule

• Manage and develop team capability for resolving complex incidents

• Prepare status reports for Customers and internal stakeholders, with the objective of resolving incidents and addressing ad hoc requests, to support high complex issues within the limits of predefined corporate guidelines

• Stakeholder Management Communication with Business users related to resolving queries obtain clarifications and providing updates

• Setup Business bridge calls to update status of Critical incidents

• For Outages, follow up with internal and external stakeholders

• Customer and Vendor liaison to move tickets to resolution

• Responsible for the project tasks assigned

• Initiate escalation procedure for incidents based on the agreed upon timelines and tracks it to closure

• Manage queue effectively and allocate tasks to the team based on an allocation plan

• Service Tracking Ensure assigned tasks are completed within targets set the tasks include incidents service requests identified problems Operational changes enhancements etc

• Excellent verbal and written communication skills to be used across multiple mediums (i.e. conference calls, Slack, meeting minutes, etc.) when working with both technical and non-technical audiences located in multiple geographic locations

• Demonstrated ability to work independently and grasp concepts quickly

• Demonstrated sharp, analytical, problem solving, and decision-making skills

• Strong interpersonal skills

• Demonstrated ability to address multiple priorities (i.e. ad hoc requests and escalated support issues) in a fast-paced, collaborative environment

• Work well with teammates across different time zones

• Java, Struts, Spring, Python, WebSphere, PowerBuilder, JavaScript, CSS, and Crystal Reports

• Experience in working with multiple database (i.e. MS SQL, IBM DB2/UDB, Sybase, Microsoft Access 03-16, etc )

• Knowledge of monitoring, scheduling, ticketing and integration tools (i.e. TWS Maestro, Informatica, ServiceNow, and xMatters)

• Experience with multiple Software Development Lifecycles (SDLC), i.e. Agile, Waterfall, etc

• Experience in Insurance and/or financial services industry is a plus

• Familiarity with Informatica, WebMethods, AWS & Main Frame is a plus

• Minimum 3 to 5 years of experience

Miscellaneous:

On-Call - Yes

On-Call Schedule - TBD

Languages - English (Speak, Read, Write)

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

Salary Range: $97,600.00-$128,100.00