Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

As a support engineer on the Investment & Product Service's Support team, your job will be to maintain and support our applications and ensuring our business can continue selling and servicing our premier products. Youll be part of an established team that manages a portfolio of over 60 applications. Other duties include supporting our extensive batch cycle as it processes critical investment data throughout our environment. Our team manages incident relationships with mission critical vendors and the associated applications. Leverage agile delivery practices while working with multiple teams across our support and engineering organization. Additional project work as needed.

* Handling L2 and L3 incidents, Service requests and Problem Management
* Knowledge of technology and Business SLA's, ensuring that business needs are handled on time
* Ability to take initiative and work with minimal supervision, and actively, positively interact with other team members, field personnel, and vendors in person and remote
* Willingness to learn automation tools and techniques and implement continual service improvement items
* Desire to swarm with team members to service our customers.
* Develop knowledge articles for the services and applications your team manages, maintain system support documentation.
* Knowledge on incident, problem and service request workflows and standard methodologies
* Excellent customer service skills with the drive to pursue solutions relentlessly
* Experience with batch processing and scheduling tools.
* SQL query experience
* Existing knowledge in the investment business and desire to learn.
* ETL Batch processing & Unix scripting experience
* Monitoring tool experience
* Disaster recovery experience
* Ability to solve for important top tier applications
* Good problem-solving skills.

-Advocate for and ensure application performance and availability to meet business needs, including on-call support, firefighting, monitoring, application checkouts, and engagement with high priority incidents and problems - 24/7 (including nightly batch cycles, where needed)

* Apply customer and engineering standard methodologies in order to analyze, design, develop, deploy and maintain software/monitoring solutions to drive strong performance and high availability to meet/exceed customer expectations.
* Drive customer engagement workflow, including technical analysis and resolutions for escalated incidents, service requests, and problems.
* Advocate for technology needs of users, provide presence in business areas, proactive monitoring for business issues, and support cross-team engagement for resolutions of issues
* Support effortless customer experience and effective use of Self Service, Community and Knowledge Management for users, front line support, and our teams.
* Ability to build & leverage relationships with Development, Infrastructure, Product and other Application Support stakeholders to deliver and improve effectiveness and efficiency.

Bachelors degree in Computer Science, MIS or related field OR a significant amount of directly-related work experience

1-3 years professional experience required

* At least 1 years of professional operations, software engineering, debugging, analysis, testing and software documentation experience
* At least 1 year experience with specific technical languages, tools and platforms, will vary based on team (i.e. Front End, Back End, Cloud, .net, Java, Full stack)
* Knowledge of Operations and Customer Service processes and workflows
* Proficient programming skills
* Possess an application support and customer-centric approach and attitude, along with a passion for learning and building on core business knowledge and technical base.
* Experience in customer support role (tech or non-tech) / helping resolve peoples issues.
* Some understanding and experience of Agile methodologies

If any of this excites you, we want to hear from you!

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

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We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.