Application Support Manager, Information Technology

NISA Investment Advisors, LLC (NISA) offers customized investment solutions for tax-exempt and taxable institutional clients. NISA manages over $295 billion in fixed-income and equity securities and over $165 billion in derivative notional value. We seek bright, motivated individuals who can contribute to our growing team of professionals. Candidates with a high degree of independent thinking, strong analytical and quantitative skills, and team-playing abilities are encouraged to apply.

The Application Support Manager leads the team responsible for ensuring the stability and performance of critical business applications and processes. This role is pivotal in managing production support, driving root cause analysis, and improving our support processes to enhance operational efficiency. You will work closely with cross-functional teams to deliver high-quality support and continuous improvement initiatives.

Lead and mentor a team of Support Analysts, fostering a culture of collaboration and accountability
• Oversee escalated production support issues, ensuring timely resolution and minimal business disruption
• Organize incident response as needed and communicate status to multiple stakeholders
• Drive root cause analysis and implement strategies to reduce recurring issues
• Collaborate with business stakeholders to analyze use cases and design workflow and integration solutions
• Ensure accurate and up-to-date internal documentation and runbooks for support processes
• Provide performance metrics, trend analysis, and management reporting
• Manage on-call rotation schedules and provide leadership during critical incidents
• Act as an escalation point for complex or high-priority incidents, coordinating responses across teams
• Maintain compliance with IT policies, security standards, and regulatory requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years of IT experience, including at least 2 years in a leadership role
• Experience managing IT support teams
• Excellent problem solving and troubleshooting skills
• Proficient knowledge of relational databases and SQL
• Strong written and verbal communication skills with the ability to interact and correspond with internal clients and business teams
• Motivated self-starter with the ability to learn new skills rapidly
• Demonstrated ability to be flexible with changing priorities and requirements
• Ability to manage multiple tasks and deadlines
• Familiarity with runbook-oriented support and creating/maintaining knowledge documentation
• Working knowledge of basic financial instruments and markets preferred. Previous professional experience in the financial services sector is a plus

NISA's culture encourages collaboration and innovation. We seek self-motivated, intellectually curious individuals willing to push themselves and others in an environment that celebrates fresh thinking. We equip employees with the resources needed to excel and we encourage personal development. NISA is dedicated to internally cultivating and rewarding talent. Employees at NISA are provided with a wide range of benefits, including health, dental, vision and life insurance options, paid time off, a competitive retirement plan, onsite cafeteria, fitness center, a health and wellness program and an educational assistance program.

NISA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.