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Position Details
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The Director, Global Customer Support Operations is responsible for the overall direction, coordination, quality, and output of employees that provide support for Global Customer Support (GCS) delivery teams, and our customers. The primary responsibility of this Support leader is to enable the success of the GCS Support delivery team around areas of Metrics and reporting, Support initiatives, Support tools and processes, enablement of new and existing support staff, quality reviews and audits of Support cases and customer engagements and finally day-to-day management of the Critical Escalation function. Additionally, they will provide leadership and guidance to evolve our operations while supporting new and existing products and services.
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Summary Serves as a Staff Support Specialist (MSS-1) at a Level 11 FAA Air Traffic Control Terminal Facility. Responsibilities Responsible for tactical, strategic, and administrative support of multiple program areas such as training, quality control, quality assurance, traffic management, airspace and procedures, plans and programs, operational automation, military operations, special and security operations, safety management system, safety reporting and other areas of specialty identified collaboratively at the local level. The work requires a comprehensive knowledge of the ATC field and familiarization with the many integral components of the industry which comprise the National Airspace System. Specialists must have the ability to apply this knowledge to the analysis, evaluation and development of new methods, studies, approaches, and procedures. The Staff Support Specialist must be knowledgeable of agency wide programs, facility goals and objectives. Must be able to communicate clearly and tailor their message to the target audience. While not required, hardware/software experience is desirable. Requirements Conditions of Employment We are not accepting applications from noncitizens. Qualifications Candidates must show Specialized Experience, which is defined as: 1) Must have held an FAA 2152-FV-J/FG-14 or above regional or headquarters position for a least one year (52 weeks); OR 2) Must have been facility rated or area certified for at least one year (52 weeks) at an ATS facility; NOTE: An employee who has been facility rated or area certified for at least one year (52 weeks) in an ATS facility that is upgraded, is considered to meet the qualification requirements of the upgraded positions, since the employee has been performing the higher-graded work. OR 3) Must have held an MSS position for at least one year (52 weeks) in an ATS facility (see NOTE). NOTE: There are no restrictions on who can apply to MSS vacancies at those facilities with 3 or less MSS levels. In addition to the qualifications listed above for MSS positions, the chart on MSS positions will be used to determine which career level applicants are qualified to make application. Education Additional Information We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family. This position is covered by the Department of Transportation\'s Drug and Alcohol Testing Program. Any applicant tentatively selected for this position will be subject to pre-employment or pre-appointment drug screening. Persons occupying a \"testing designated position (TDP)\" will be subject to random drug and/or alcohol testing. Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may impact your rating or may result in you not being considered for the job. Interview Policy: If the Agency decides to interview any qualified employee on the selection list, then all on the list who are qualified must be interviewed. Early Retirement: Position is not covered under P.L. 92-297 for early retirement purposes. Requirements for Security Clearance: Selection and placement are contingent upon waiver or completion of satisfactory security requirement. In accordance with HRPM EMP 1.29/1.29a, this position may be a Career Enhancement/Career Progression (CE/CP) assignment. The selectee(s) may be eligible for pay retention. Career Diversity is not enhanced when an employee is assigned to a staff or supervisory position in which they previously held on a permanent basis. CEP/CP selectees will be required to certify eligibility. Qualifications must be met by the closing date of this vacancy announcement. This is a bargaining unit position. This position is represented by NATCA: Staff Support Specialists. Links to Important Information: Locality Pay , COLA
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Description
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Job Classification:Technology - Agile, Delivery, & ProductA GLOBAL FIRM WITH A DIVERSE & INCLUSIVE CULTUREAs the Global Asset Management business of Prudential, were always looking for ways to improve financial services. Were passionate about making a meaningful impact - touching the lives of millions and solving financial challenges in an ever-changing world.We also believe talent is key to achieving our vision and are intentional about building a culture on respect and collaboration. When you join PGIM, youll unlock a motivating and impactful career all while growing your skills and advancing your profession at one of the worlds leading global asset managers!If youre not afraid to think differently and challenge the status quo, come and be a part of a dedicated team thats investing in your future by shaping tomorrow today.At PGIM, You Can!What you will doIn PGIM Fixed Income, our technology group is a dynamic, fast-paced environment, with exciting changes on the horizon under new senior leadership. We are looking for a well-rounded, senior application support analyst to liaise between our external vendors, end users and technology team to provide oversight and stability within our production environment. Our ideal candidate will have proven experience in supporting complex investment management platforms and applications. This will include front-office investment systems, business support applications and complex back-office data management and automation platforms. The right candidate for this role will identify this challenge as a unique and valuable opportunity to help drive our global technology transformation, so if this sounds interesting, then PGIM could be the place for you.What you can expectProvide application support for systems used by front and back office functions and client distribution teams across end-users, vendors, and technology teams, troubleshoot business issues, solving problems to diverse investment teams and product aligned business areasOwnership and accountability for the operation, monitoring and integrity of the technology platform, including complex nightly data import processes from multiple external vendorsTriage and escalation support for members of the broader technology team including evenings and weekends on a rotation basisOwnership and participation in the incident and problem management processes, being accountable for resolution, root cause analysis and technology/business reporting as well as communicationProviding oversight for the stability of the production environment within the change management process and ensuring policies are enforcedOwn minor development tasks/projects that help address existing bugs or introduce operational enhancements to the broader business community or our technology organizationNavigate the broader technology organization, build relationships to manage the teams agenda with our critical technology partnersInterface with external vendors and their technical support/development organizations ensuring focus to resolution of issues and strategic enhancementsProactively identify improvements and address them through independent thinking within a consensus driven teamWork in close partnership with the development teams to identify, escalate and help persistent patterns of issuesPartner closely with testing and release control teams to move tested code into productionWhat you will bring10+ years of experience in financial services technology, ideally with a focus in investment management. Strong understanding of the SDLC process, with a focus on application support and release managementA hunger for continuous improvement, constantly looking for opportunities to improve upon the status quo and a desire to improve the support experience for our business and technology teams.A tenacious sense of ownership and a desire to bring incidents to resolution quicklyA disciplined approach to problem management, working with development and service management teams to ensure technical incidents do not reoccurDemonstrated experience with service management functions including tight adherence to change, incident and problem management practicesPartner closely with Agile development teams to ensure best-practice checks are followed before new releases and systems are moved into a production supportable stateExperience supporting applications hosted on the cloud (AWS experience preferred)Implement monitoring and alerting for both on-prem and AWS applications using Splunk, Dynatrace, CloudWatch alarms, etc.Technical fluency to use your software coding skills to automate manual processes in the production environment (python hands-on experience preferred)Experience with Business intelligence tools (Tableau preferred)Experience with the use of Enterprise Scheduling/workflow software (autosys preferred)Fluency in configuring/using modern monitoring tools desired (e.g. DynaTrace, Splunk etc.)Direct experience with the Atlassian product suite, including JIRA and Confluence.Experience using service management tools (ServiceNow preferred)Ability to make changes to existing code for minor bug fixes/enhancements (Experience with Java preferred)Experience with Sybase and MS SQL Server. SQL database query and reporting experience.What will set you apart?Very strong research, analytical, investigation, troubleshooting and evaluation skills.Experience working in a DevOps environment combined with a demonstrated experience in an Agile development environmentExperience with assisting development, testing and release teams with CI/CD pipelines.Knowledge of the trading lifecycle, portfolio management and trading systemsEqual Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
