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TIAA-CREF Individual & Institutional Services, LLC

Lead Java Support Analyst

TIAA-CREF Individual & Institutional Services, LLC - Charlotte, NC

Lead Java Support Analyst','1711802','!*!COMPANY OVERVIEW:

As long as there are people who make the world a better place, we'll keep making a difference for them. Since 1918, it has been TIAA's mission to serve those who serve others. It is this mission and the values we embrace that make us a different kind of financial services organization.

When you work here at TIAA, you're not just in it for yourself. You are part of something bigger. A collective mission to make a difference - a collective mission we make our own.

To be difference makers.

For more information about TIAA, visit our website.


The Lead Java Support Analyst is responsible for ensuring the availability of Sales and Relationship Technologies suites of Production Applications at TIAA and where applicable, ensuring that these Production Applications meet (or exceed) their internally and externally prescribed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The SLAs and OLAs cover aspects of the system such as:



Technical Support

Incident and Problem Management

This role is permitted to sit out of our Charlotte, NC or Iselin, NJ offices.


Customer Support• Ensuring a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate levels of customer communications• Ensuring maximum customer satisfaction for both internal and external customers• Developing and maintaining customer satisfaction measurement

Incident and Problem Management:• Responsible for minimizing the potential of an unplanned outage, within reasonable control, ensuring rapid‐response after hours in case of an outage or near outage. This includes:• Researching and recommending tools and resources to satisfy operational requirements• Performing situation analysis and timely problem solving• Ensuring that best practice is followed when documenting issues• Preparation of procedures, revision of procedures and ensuring compliance to the same

Service Performance• Ensure that the performances of all CRM production services are maintained at the highest possible level. Examples of tasks that may be required to maintain service performance include:• Regular server maintenance• Regular network maintenance• Analysis of critical paths to identify bottle necks• Suggestions for improvements are made, and where appropriate, implemented• And appropriate monitoring and early warning systems are in place and functioning, including maintaining historical records

Information Security• Fulfils the responsibilities of the Information Security.• Ensuring the appropriate security precautions are in place• Verifying that any new technology or development being implemented conforms with the Company’s security policy and further more complies with the Company’s privacy policies• Ensuring appropriate detection mechanisms are in place for security breaches• Overseeing the investigation and subsequent repairs of any (potential) security breaches including reporting to senior management• Undergoing periodic training in IT security practices and procedures.

Documentation, Process and Procedures and Controls• Ensuring that the processes and procedures involving all services are kept up to date, and are being followed appropriately.

These procedures include, but are not limited to:

Change Management

Access Management

Request Management

Release and Deployment Management

Incident Management

Problem Management

Security Procedures

Network diagrams

Support and Maintenance Procedures

Backup and Disaster Recovery Procedures and includes:

Defining and producing operational metrics on systems, database and network performance

Reviewing changes to the environment prior to them being installed into the production environment, (change control authorization)

Defining and assisting Team Leaders in the implementation of procedures and policies to ensure that a high quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment

Reporting• Contributing to regular reporting on various areas of the Production Support Team but not limited to:• SLA compliance• Incident statistics• Outage reports• Call statistics• Problems Encountered• Open Tickets/Bugs• Project reporting

Knowledge and expertise• Must maintain expert knowledge in related fields, such as:• Keeping up to date with the latest technologies, news, techniques, methodologies, initiatives, changes in the industry etc and ensure this information is communicated to relevant teams as required


Required Skills:

5 or more years’ experience with J2EE platform and Java application development lifecycle

Experience with AJAX, JQuery, Spring, REST,Jersey

Experience working in large scale high volume enterprise application.

Excellent communication and interpersonal skills

Experience in troubleshooting application issues related to Weblogic/Tomcat or similar application servers

Experience in analyzing production issues based on logs, information from code and data.

Desired Skills:

Good troubleshooting skills, expertise in triaging and diagnosing performance issues in complex SOA environments

Ability to learn new technologies and skills quickly College degree in Computer Science, engineering or Information Technology. Advanced degree a plus Strong understanding of SOA and layered architectures

Working knowledge of Object Oriented Design, Abstraction

Strong core java skills: Java, J2EE, XML, JavaScript, Spring Framework, Spring Web Services, J2EE Design Patterns, Web Logic Sever, Workshop/Eclipse IDE

Extensive knowledge about various design patterns

Good experience with service oriented architecture and JSON, XML, SOAP

Financial Services experience will be a plus

Experience working with Agile Methodology

Experience in using RTC, code quality tools, defect tracking tools

Knowledge of Presentation Layer technologies (JavaScript, CSS, HTML, DHTML, Ajax, Angular JS, DOJO, etc.)

Knowledge/expertise in Oracle PL/SQL package

Experience with Performance Management tools like Dynatrace, Wily etc.

Experience with Splunk tool

Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the Equal Employment Opportunity Law.

If you need assistance applying due to being visually or hearing impaired, please email Careers Help.

This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as “protected characteristics”).

*©2016 Teachers Insurance and Annuity Association of America (TIAA), 730 Third Avenue, New York, NY 10017

C23921','NC-Charlotte','NJ-Iselin','Information Technology','','','Lead Java Support Analyst

9 days 16 hours ago

TIAA-CREF Individual & Institutional Services, LLC


Lead Java Support Analyst TIAA-CREF Individual & Institutional Services, LLC - Charlotte, NC, United States


Location: Charlotte, NC

Company Profile:
TIAA-CREF is a leading financial services organization with $487 billion in assets under management (as of 3/31/12). The firm is a leader in helping those in the academic, medical, cultural, governmental and research fields plan for retirement, and life’s other goals. Over 3.7 million individuals trust us to help support their financial well-being.