Senior Director, Technical Support

Job Description

Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent! Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. We’re seeking a Senior Director-Technical Support. You’ll have the opportunity to work with our stellar Service Delivery team while supporting Broadridge’s top tier clients.

Responsibilities

• Study conversion methodology including system architecture and data flow diagrams
• Identify gaps and fault lines in systems integration
• Provide product, functional and technical support for new client conversions.
• Setup/configuration of client environments
• Providing support for UAT testing
• Building conversion programs/logic for client’s business movement onto Impact platform
• Supports end to end client mocks/go-live and post go – live till the production region stabilizes.
• Work with Broadridge vendors, client vendors in setting up new interfaces for the new clients converting onto Impact.
• Prepare automated scripts for executing SOE for mocks and go lives
• Coordinate with different departments of Broadridge to ensure smooth go live conversion
• Provide analytical support to conversion team and clients in resolving issues during testing phase all through the project from environment setup to production Go Live
• Provide two weeks of production batch support (post live) and handover the operations to Production operations team.
• Provide support for Client Production environment till the environment is stable
• Prepare Handover document and hand over the conversion client to production L2 team
• Provide support to install team by Implement Value added projects for existing clients from testing phase to production go live
• Conducts an in-depth analysis of Service Requests raised by internal / external clients to resolve appropriate course of action.
• Responsible for supporting the setup and testing of improvements and/or fixes to the Impact product.
• Provide business and technical analysis for issues raised during client upgrade UAT testing.
• Provide nightly test batch support for all client test regions. Take appropriate action in-case of any issue in order for the batch to proceed further. Analyze the batch issues if needed and make sure they do not reoccur again
• Support for weekend activities includes
• Conversion mocks/go-lives technical support
• Value added projects implementation,
• Change request implementation
• Static Data loads
• Provide support real time by being on calls with client for issues related to infrastructure/setup/configuration/product and provide business/tech support where needed
• Train and/or guide newer team members on Iseries/product
• Share Impact product knowledge among the various team members.
• Develop and supports any system workarounds until a permanent solution is delivered by the DEV Group.
• Willingness to provide support during regular business hours as well as non-business hours (nights, weekend, and holidays) as needed or as scheduled.
• Evaluate new products and provide recommendations

Qualifications:

• You should have 8+ years of Client Support experience
• Experience in financial industry is required
• You should possess strong SQL experience
• You’ll have RPG/400 , DB2/400 , ILE Concepts and CL/ 400 Programming Skills
• Experience reverse engineering RPG code to business logic
• Proven Understanding of Java/C Language
• Experience working with MS Office Suite
• Strong Analytical Skills and trouble shooting
• Strong Communication Skills
• Basic Project Management Skills
• Strong Team Building Skills
• Strong Impact product experience
• Techno functional expertise

• We offer a valuable benefits package effective date of hire including comprehensive healthcare (medical/prescription drug, dental, and vision), wellness benefits, fertility treatment, inclusive parental leave, life insurance, tuition reimbursement, disability benefits and more.
• We support a number of associate-led networks where associates with similar backgrounds and interests can find peer support, shape company policy and culture, receive mentorship from senior members, and develop their careers.
• We provide a competitive 401k plan with employer match and additional basic company contribution.
• We encourage our associates to rest and relax by taking advantage of our generous paid time off program including vacation, personal holidays, sick time, and paid company holidays.
• We strive to improve both our environmental impact as well as our industries’ by partnering with our clients to decrease their carbon footprint through digitization, data, and innovation.

Additional Information

Broadridge is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or any other protected status. "Everyone Benefits from Diversity & Inclusion. Diverse & Inclusive Teams Drive Growth." US applicants: Click here to view the "EEO is the Law" poster. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation in the event you are unable or limited in your ability to use or access the Companys career webpage as a result of your disability. You may request a reasonable accommodation(s) by calling 888-237-7769 or by sending an email to [emailprotected]