Systems Support Manager Job in Springfield 01111, Massachusetts US

TITLE: SYSTEMS SUPPORT MANAGER

 

LOCATION: MASSMUTUAL – 1295 State Street

                                                                       

 

COMPANY BACKGROUND
MASSMUTUAL FINANCIAL GROUP


Chartered in 1851, Massachusetts Mutual Life Insurance Company (“MassMutual” or the “Company”) is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The Company has a long history of financial strength and strong performance, paying dividends to eligible participating policyholders every year since the 1860s.  MassMutual is headquartered in Springfield, Massachusetts and its major subsidiaries include OppenheimerFunds, Inc., Babson Capital Management LLC, Cornerstone Real Estate Advisers LLC, Baring Asset Management Limited and First Mercantile Trust Company. 

MassMutual Financial Group (“MMFG”) is a marketing name for Massachusetts Mutual Life Insurance Company and its affiliated companies and sales representatives. MMFG is a global, diversified financial services organization providing life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, annuities, investment management, mutual funds and trust services to individual and institutional investors.  With whole life insurance as its foundation, the company’s strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual, or its subsidiaries, also have operations in Asia, Europe and Latin America.

MassMutual has maintained some of the highest financial strength ratings in any industry, and is committed to maintaining a position of preeminent financial strength by achieving consistent, long-term profitable growth.  In total, MassMutual worldwide insurance in-force was $532 billion at the end of 2009, and assets under management were $420 billion.  Premium and other deposits totaled $27 billion for 2009.  MassMutual is ranked 93 on the Fortune 500 list and was also named one of Fortunes “Most Admired” companies. 

 

Job Summary:

 

The Systems Support Manager position is responsible for managing the Retirement Services Systems ITIL based “Specialty Support Skills” team, which provides third level support of Retirement Services’ business applications. Level three support includes looking ahead to the health of the production environments, anticipating future breakpoints, building additional prevention, supporting development efforts and growing production reliability as well as Incident, Problem and Work Request Management. The Systems Support Manager will be responsible for testing, configuration changes, problem resolution and making sure the team uses Best Practice standards.


Job Responsibilities REQUIREMENTS: 

 

• Manage support activities for a wide variety of applications

• Manage installations and initial testing of new versions of software and configuration changes

• Manage the determination of root cause of problems

• Review Service Desk tickets, ensure tickets are acknowledged, updated, resolved and closed in a timely fashion

• Ensure all assignments are delivered on time, and are accurate and error-free.

• Create new work processes, streamline existing work processes and eliminate inefficiencies.

• Manages relationships with business partners

• Manages relationships with vendors

• Develop and create team standards; drive and monitor adherence to such standards; encourage Best Practices

• Review and prioritize team activities

• Manage communicating production issues to senior management and business partners - escalate and summarize as appropriate

• Coordinate on-call schedules for primary and secondary support

• Coordinate schedules for Monthly/Quarterly/Annual processing

• Coordinate Non-Production batch cycles and support

• Facilitate daily and weekly team meetings and set team agenda

• Ensure systems continuity plans are updated

• Manage Resources (1 x 1s, Team Meetings, Performance reviews and issues)

• Change Management (Review Change Requests, Advise on local Change Requests, Attend Management Change Request review)

• IT Advisor to Business Partners on a variety of Non-Core “applications” (Citrix, Peachtree, Bulk Email, Access Databases, Excel Spreadsheets)

• Respond to ECP, CDB, Security Access reviews

• Manage Mini Projects (LV Admin upgrade, LV VAL upgrade, Peachtree upgrade, Admin Password changes, and various Infrastructure changes)

• Resource management; Project Management

• Strong communication skills, effectively communicate technical subjects to business people

• Strong technical background

• Continuity/Disaster Recovery planning

• Thinks conceptually and translates ideas into working action steps

• Aligns decisions with organizational goals

• Establishes effective processes/procedures

• Recognizes and rewards others’ accomplishments

• Adjusts priorities to meet changing business demands

• Plans proactively and prepares others for change

• Supports and encourages others’ change efforts

• Looks within and beyond own job in generating new ideas for processes and products

• Follows up to ensure that client expectations are met

• Remains calm and effective under pressure and helps others do the same

• Evaluates the potential risks and benefits inherent in a course of action

• Bases decisions on sound analyses and cost considerations

• Selects most appropriate method for communicating and influencing

• Serves as a resource and proactively mentors others

• Articulates reasoning behind policies and practices

• Works collaboratively with others within and beyond own area

• Seeks opportunities to develop business knowledge and value

 

 

 WINNING WAYS:

 

§  Focus on the Customer. Know your customers well; add value with a sense of urgency.        

§  Act with Integrity: Be trustworthy, adhere to high ethical standards, adhere to the letter and spirit of applicable laws, rules, regulations and company policies

§  Value People. Lead people to success; appreciate diverse backgrounds, ideas and experiences. 

§  Work Collaboratively.  Partner with others to achieve results that leverage the right resources

§  Achieve Results. Focus on winning; consistently exceeds expectations, beat the competition.

 

COMPENSATION:


We pay competitive base salaries and we reward performance. Our salary structure is commensurate with experience. In addition, you will be eligible to participate in our comprehensive benefits program including medical insurance and 401(K).

 

If you would like to apply to this position please click on the URL and enter the job post number nc50398484 using the “Keyword Search” function.

https://recruit.massmutual.com/sap/bc/webdynpro/sap/zhrrcf_a_unreg_job_search

 

In addition, if you would like to learn more about MassMutual, please visit www.massmutual.com.

 

MassMutual is an Equal Employment Opportunity employer M/F/D/V. We welcome all persons to apply.

 

If you feel you need an accommodation to apply for one of our open positions, please contact us at (413) 744-6825.