Sr. Lead, Infra EUC (business Apps Support)

Business Application Support Team Lead

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

We are seeking an experienced and dynamic Business Application Support Team Lead to manage a team of 10–12 members and provide technical leadership in supporting critical business applications. The ideal candidate will have a strong background in application support, vendor management, troubleshooting, and IT service management, with excellent communication skills to interact directly with clients and stakeholders.

Key Responsibilities:

Team Leadership:

• Lead, mentor, and manage a team of 10–12 application support professionals.
• Serve as the primary point of contact for clients, ensuring clear communication and timely resolution of issues.
• Provide technical guidance to the team, assisting in resolving complex, high-priority business application issues.
• Maintain detailed reporting and metrics to ensure SLA's are met and to identify resource issues and process gaps.

Application Support & Troubleshooting:

• Manage end-to-end business application support processes, including incident, problem, and change management.
• Perform advanced troubleshooting of business applications, including O365, Adobe suites, and other enterprise software.
• Think critically and apply out-of-the-box solutions when standard methodologies do not resolve issues.

Ticket Management:

• Oversee incident and work request management through ServiceNow, ensuring SLAs and KPIs are consistently met.
• Effectively drive change management ensuring processes are followed.
• Drive SWAT calls, provide technical assistance during major incidents, and prepare Root Cause Analysis (RCA) reports.
• Maintain robust metrics to ensure KPI/SLA's are met.

Process & Change Management:

• Implement and oversee change management processes, ensuring compliance with organizational policies.
• Maintain detailed process documentation covering all team procedures.
• Collaborate with business/stakeholders to understand business requirements and translate them into technical solutions.

OS & Environment Support:

• Provide support for all OS environments, including Windows 11 Workstation, Mac OS, Windows and Unix servers across, all endpoints; physical, virtual, non-persistent and Citrix.
• Ensure compatibility and stability of applications across different operating systems and environments.

Required Skills & Qualifications:

• Strong knowledge and hands-on experience in application support and troubleshooting.
• Proficiency in SCCM, Intune, Vulnerability Management, Office 365, and Adobe suites.
• Experience with vendor/license management, including license harvesting and compliance.
• In-depth understanding of Office patch management managed via Intune/SCCM and related processes.
• Knowledge of Change Management frameworks (e.g., ITIL) and experience in driving changes effectively.
• Proven ability to manage incidents and service requests through tools like ServiceNow.
• Strong technical knowledge of OS environments.
• Excellent communication skills in English (both verbal and written) with proper meeting and email etiquette.
• Strong problem-solving skills with the ability to think critically and adapt to different scenarios.
• M365 integrated app deployments in enterprise environments.
• Extensive hands-on experience in the SCCM and Intune Management consoles.
• Strong knowledge of modern deployment methodologies (on-prem, cloud, hybrid), MDM/MAM platforms, and endpoint management tools.
• Proficiency in packaging and deploying applications across Windows 11 workstations, macOS devices, Windows Server, and Unix environments.
• Expertise in merging and analyzing reports from AD, AAD, ServiceNow, CMDB, Flexera, Azure and similar systems to drive actionable insights.
• Familiarity with ITSM frameworks (ITIL preferred) and supporting technologies (e.g., Active Directory, GPOs).
• Proven leadership ability to manage multiple projects, set goals, train teams, and enforce operational rigor while ensuring security and consistency in application packaging standards.
• Exceptional communication and stakeholder management, with the ability to engage technical and non-technical audiences globally.
• Analytical mindset with a knack for problem-solving, troubleshooting, and driving process maturity through detailed documentation and QA enforcement.
• Adaptable, self-motivated, and passionate about technology, teamwork, and delivering top-tier customer service.

Experience with BI reporting tools, including SQL querying, database management, and advanced Excel functions.

Working with Us:

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater.

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com.

We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work.