Application Support Lead

Our team is looking for New York based DevOps professional to work closely with a number of local business groups, as well as the global application support team.

This is a great opportunity to work in a growing financial services support team and work closely with key business stakeholders to understand issues and provide solutions.

What You’ll Do:

• Work closely with the business and global support team to comprehend technical and functional requirements, develop, QA, and implement business-driven requests, enhancements, and software upgrades.
• Provide support and maintenance of platforms owned by the team and prepare documentation on delivered solutions.
• Use your technical and business knowledge to help the team create and maintain acceptance criteria for user stories.
• Help our Business Analysts by giving suggestions from a quality assurance perspective regarding user experience, possible performance issues, and future bugs.
• Look at improving our operating environment through the implementation of automation and monitoring, identifying, and reducing risk.

Key Responsibilities:

•         Lead a team of application support specialists to provide technical support to end-users.

•         Provide timely and effective support to end-users via phone, email, and in-person communication.

•         Analyze, diagnose, and resolve complex technical issues related to software applications.

•         Work closely with development and infrastructure teams to identify and resolve software application issues.

•         Prioritize and manage multiple incidents simultaneously to ensure timely resolution.

•         Develop and maintain support documentation and training materials for end-users.

•         Participate in the testing and release of software applications to ensure they meet end-user requirements and are operationally ready.

•         Gatekeep the production environment through managing and upholding change management policies

•         Monitor and report on application support metrics and SLAs to ensure continuous improvement and alignment with business objectives.

•         Provide technical leadership and mentorship to the application support team.

You would ideally have:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• At least 5 years of experience in application support or a related field.
• Strong technical skills and experience with software applications, databases, and operating systems.
• Excellent problem-solving skills and the ability to think critically and analytically.
• Strong communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Ability to manage and prioritize multiple incidents simultaneously in a fast-paced environment.
• Strong leadership skills with the ability to motivate and mentor a team of application support specialists.
• Experience working in an Agile development environment is a plus.

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Corporate Strategy & Solutions, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers. 

Salary range for this position: $108,000 - $192,500Y/Year. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. You may also be eligible for an annual discretionary incentive compensation award. We offer a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Health Savings Account, Dependent Day Care Savings Account, Life Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees.

Our commitment to Diversity, Equity and Inclusion 

The diversity of our people is one of our greatest strengths. An inclusive and equitable workplace enables us to embrace that diversity to deliver more innovative and sustainable solutions for our people, clients, shareholders and communities. At Macquarie, you'll be encouraged to be yourself and supported to perform at your best. If you're inspired to deliver on our purpose of ‘empowering people to innovate and invest for a better future’, we want you on our team. If you need adjustments made to the recruitment process, please reach out to your recruiter.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, gender identity or any other impermissible criterion or circumstance. Macquarie also takes affirmative action in support of its policy to hire and advance in employment of individuals who are minorities, women, protected veterans, and individuals with disabilities.

We equip our people with the support to work in a range of flexible ways. Talk to us about what working arrangements would help you thrive.