Job Information

TIAA Senior Systems Support Engineer in Boston, Massachusetts


TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.


Lead Systems Analyst

The Senr Systems Analyst oversees the installation, configuration and maintenance of the organization's operating systems. This job approves information systems designs and ensures they are appropriate for users' needs and are consistent with the overall design of the organization's information systems architecture. This job manages large projects and is recognized as the Systems expert on the team that solves complex issues that arise.

Key Responsibilities and Duties

  • Approves of system scope through existing knowledge and fact-finding that informs the development or modification of complex information systems. groups, aiming to improve business results.

  • Oversees changes to existing system logic difficulties and documentation as necessary.

  • Approves flow charts, models, and procedures and feasibility studies to design possible system solutions.

  • Approves technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system.

  • Evaluates all system constraints, implications and consequences of various proposed system changes.

  • Creates procedures to solve complex problems that considers items such as computer equipment capacity and limitations, operating time, and form of desired results.

  • Estimates the costs of system solutions and prepares project plans to provide input into decisions about prioritizing projects and allocating IT resources.

  • Coaches and delegates work to lower level professionals.


  • 5 Years Required; 7 Years Preferred

  • University (Degree), Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Preferred Education

  • University (Degree)

Career Level


Job Description

The Client Services Technology team within TIAA is searching for a motivated, enthusiastic, proactive Senior Systems Support Engineer to join its Communication platform. This lead technical engineer will be responsible for support of production applications and infrastructure. The Individual will manage technical support requests, incidents, issues, tickets and business continuity activities, to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and work in partnership with internal/external stakeholders. In addition to driving resolution of day-to-day issues, major incidents, and outages to resolution, the Senior Systems Engineer will work hand-in-hand with application systems administrators, DBA’s, infrastructure and implementation teams. The Senior Support Engineer may serve as the Engineering Technical lead on various initiatives, and/or will collaborate with strategic partners to integrate and deliver the projects on time. This person will also work with the Manager to assess the project progress and raise risks, develop mitigation plans and collaborate with other groups such as development, architecture, and business teams.


  • Lead Technical L1-L3 support team providing daily oversight of the Communications Batch environment including daily health checks of applications and Service Level Monitoring

  • Perform detailed analysis, troubleshooting, and make performance tuning recommendations of Java based applications processing TIAA’s Contract and Legal documents.

  • Act as Crisis Manager and Technical Lead driving Production incidents to closure while working closely with Systems Administrators, Oracle, MS-SQL DBA’s and Java Developers.

  • Monitor production activities to ensure timely and effective reporting, tracking, follow-up and communication of problems to technical partners, Business Stakeholders, and Technical Management Staff.

  • Implements continuous process improvement, including but not limited to Daily operational procedures, and production monitoring.

  • Lead team to design and build solutions that result in system or process simplification /automation

  • Develop and maintain relationships with Sr technical staff, Business Leaders, and critical Partners.

  • Perform analysis and research on Java/Spring code base, Microsoft SQL and Oracle back end databases

  • Develop scripts and tools to streamline production activities and automate tasks.

  • Participate in code reviews, defect management and production support

  • Create Operational support documentation

  • Utilize and monitor internal performance monitoring for continuous improvement in code quality and delivery

  • Assign tasks to team and manage to closure incidents and Requests from Business and Technical Stakeholders.

Required Skills:

  • 5+ years of hands-on experience in Production Support/Engineering in a UNIX/Linux Environment.

  • 5+ years of experience supporting distributed applications (MS SQL, SQL, Java, WebServices, Apache Tomcat, etc).

  • 3+ years of experience as a software engineer/programmer with Java/ J2EE

  • 2+ years of experience with Message Brokers including IBM MQ, Kafka

  • 1-3 years’ experience in UNIX shell, Perl, Python, Ruby or similar scripting languages

  • Experience with network troubleshooting e.g. TCP/IP, UDP, IP packets, DNS, OSI layers, and load balancing.

Desired Skills:

  • 1-2 years’ of experience in Angular/Node.js/Typescript

  • 2+ years of experience using Dynatrace Monitoring to perform technical investigations in production.

  • Proven ability to prioritize and complete multiple tasks in a mission critical production support environment.

  • Strong written and verbal communication skills: articulate and effective communicator and presenter, able to describe complex problems in both technical and business terms.

  • Strong knowledge of Development Life cycles methodologies -SDLC

  • Experience performing as the primary Technical support contact as a member of a 7x24 support team

  • Demonstrated experience implementing technical (Automation) or process improvements in a production support environment.

  • Strong understanding of the ITIL Framework and its benefits to applications/systems support & Stability

  • Knowledge of troubleshooting tools such as Splunk, Kibana, Elastic Search (ELK Stack), Wireshark

  • Familiarity with Enterprise Systems Hardware including Server, Network, Storage technologies

Minimum Pay: $84,690.00

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary ( .

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here ( .

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755


For residents of California, please click here ( to access the TIAA CA Applicant Privacy Notice.

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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.