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SalaryTogether 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.
Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now
Get to Know the Opportunity:
The Application Support Lead supports the Application Support Consultant and IT Manager and interfaces with the Offshore team to provide oversight on the tactical and technical Application Support, ensuring delivery is provided within the Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, application development, infrastructure and architecture teams. The Application Support Lead understands where the Application Maintenance team functions within the confines of Voya’s SDLC. The Application Support Lead role may have consultant direct reports.
The Application Support Lead supports the Application Support Consultant and IT Manager and interfaces with the Offshore team to provide oversight on the tactical and technical Application Support, ensuring delivery is provided within the Voya established standards. The role may help ensure that there is appropriate partnership between application maintenance development, QA, Release Management, application development, infrastructure and architecture teams. The Application Support Lead understands where the Application Maintenance team functions within the confines of Voya’s SDLC. The Application Support Lead role may have consultant direct reports.
The Contributions You’ll Make:
- Problem solve application issues quickly and successfully within SLA’s, even off hours
- Create updated documents based on problem resolution and changes required
- Complete analysis and provide root causes to business and all levels of management
- Govern Incident Management and root cause analysis, technical issues, problem resolution and suggests improvement plans
- Validate defect reporting data and escalations from business customers
- Review quality of IT projects submitted for production and ensure no stability concerns
- Review performance results and suggests change requests to improve performance, as needed
- Guide offshore team to provide practical insight, expert knowledge of technical design alternatives and the implications of each approach, participating in the software development cycle.
- Identify business value and cost for business and IT partner
- Understand business impacts when production issues occur and completes the tasks required by working OT if required and/or hand-off to the offshore team
- Provide training and guidance to offshore team members as needed
- Follow the change management process
- Complete code development for enhancements or defects in lower and production region
- Work with business for prioritization
- Provide support for application maintenance work
- Monitor SLA’s with targets of 98%-100% of SLA’s for stability
- Meet other target tasks assigned
- Work with clients/vendors if issues with files
- Complete all training by due date
- On-call 24/7 based on rotation schedule and expertise
- Attend daily huddles to get suite status updates and review upcoming weekend activities
- Provide on call support on a rotational basis
Minimum Knowledge & Experience
- Software development or Software Support experience
- Production support experience including incident management
- Technical knowledge in one or more programming languages and development tools
- Business systems analysis skills (e.g. requirements, documentation, etc)
- Experience support apps in the mainframe and Linux enviromnents
- OMNI/FIS knowledge (nice to have)
- Knowledge of Microfocus COBOL (Nice to have)
- Scripting experience
- MS Office products – Excel and Powerpoint
- Ability to meet tight deadlines
- Sound knowledge of all ITIL processes i.e., Incident Management, Problem Management, Change Management & Service Request management.
- Multitasking abilities whenever there is a major incident involving multiple stakeholders, or multiple activities planned.
- Strong problem solving and communication skills.
- Strong analytical skills to investigate and resolve customer support tickets.
- Able to multi-task efficiently under pressure
- Able to run Automation scripts and generate reports
- Able to work with cutting edge technology and assimilate information rapidly.
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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.
$84,930 - $141,560 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
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.
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
.
