As a Technology Support III team member in Infrastructure Platforms, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
- Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
- Identity issues for escalation and communication, and provide solutions to the business and technology stakeholders
- Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Coordinatie the resolution of critical Major Incidents utilizing technical and business resources in (24x7x365) enterprise organization
- Ensure the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and proactively identify systemic issues
- Represent the firm in ensuring that technology and business team members are involved only with valid critical incidents that have a clearly defined business impact (financial, regulatory, reputational, fiduciary)
- Provide executive communications to a global audience with incident details, impacts and resolution
- Utilize Incident Management related software in an agile environment to capture stories that will lead to improvements
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Experience in observability and monitoring tools and techniques
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Major incident management coordination experience in a large Agile environment
- Excellent written and verbal communicatiion skills
- Support experience in a (24x7x365) enterprise organization utlizing the follow the sun model
- Experience with Incident industry standarized tool sets and processes
- Solid judgement skills with strong verbal and written communication
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
- Experience in a large Finance or banking technology environment