at Aon in Chicago, Illinois, United States
Job Description
Are you a Technology Application Support Lead seeking a new opportunity? This could be a good role to explore!What the day will look like
The person in this role will be responsible for Production support and operations for group of business applications within AMS (Application Maintenance Services) for North America, including incidents, service request, problems, defects, communications, maintenance, and other services.
Provide oversight and governance to AMS vendors for the delivery of services to ensure quality for our business and operations.
Act as point of contact for AMS service issues and collaborate with Business partners and Application Owners to address open ticket status, critical issues, and urgent requests. Coordination to review changes impacting the portfolio or applications. Ensure AMS teams provide technical impact assessment as needed. Collaborate with Technology teams to schedule any high impact changes that ensures the least amount of risk to business operations and availability.
Partner with the AMS colleagues and internal IT teams to help address issues, roadblocks, risks, and challenges to enable and improve overall delivery. Drive continuous improvements to reduce support costs and optimize performance while holding the vendor accountable to meet or exceed all service level agreements/key performance indicators.
Engage with AMS Support vendor to ensure timely ticket resolution and proactive issue prevention.
Active participant in daily operations calls, status meetings, Change and Problem Management. Attend regular meetings with support teams and various IT teams. Assess changes impacting assigned applications and overall portfolio to prevent business disruption.
Work with Application owners and business to prioritize tickets, defects, and new work intake. Coordinate various activities or projects within the scope of AMS/Production Support.
Review metrics to identify recurring incidents, key trends, and improvement opportunities.
Disaster Recovery oversight to ensure preparedness and participate in annual testing as required. Participation in Major Incident calls as needed. Engagement with Sox Compliance activities as needed.
Drive ITIL processes and Aon IT Service Management.
Skills and experience that will lead to success.
A minimum of 8 years of professional experience in IT, Experience in business application support strongly preferred.
Understanding of Problem Management, Incident Management, Change Management, and the overall framework ITIL processes and tools. Basic knowledge IT system architectures
Experience working in an onshore/offshore environment in a supervisor capacity.
Ability to handle risk through risk identification, assessment, and mitigation.
Strong organizational and problem-solving skills including handling multiple activities and work well independently. Ability to simplify and standardize concepts and processes.
Experience with ServiceNow preferred.How we support our colleagues
In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!
Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.
Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.
Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.
We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this... For full info follow application link.
Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.
