Incident Management / Tech Support III

Propel operational success with your expertise in technology support and a commitment to continuous improvement. Join our dynamic Infrastructure Platforms Group where innovation and technology converge to deliver exceptional products and services. As a Major Incident Manager within our Major Incident Management (MIM) team you will play a pivotal role in ensuring the stability resilience and security of our operating environment enabling both you and the products you deliver to thrive. You will lead the management of Major Incidents with significant impact on the firms lines of business operating within a global team that provides 24x7 coverage throughout the year using a followthesun model.

As a Technology Support III team member in Infrastructure Platform Incident Management 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 endtoend application or infrastructure service delivery to enable successful business operations of the firm
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify 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
• Provide leadership to meticulously review and analyze the impacts of technology controls ensuring alignment with existing and emerging global regulatory requirements
• Expertly identify and marshal all necessary resources leading technology incident regulatory impact assessments under stringent time constraints to ensure the timely collection and submission of all pertinent regulatory requirements
• Assist in the strategic development and implementation of the firms technology policies standards procedures control guidance and training programs fostering a culture of compliance and excellence.
• Cultivate and maintain robust business and technology relationships establishing yourself as a trusted partner
• Actively design and manage a personal improvement plan to set and achieve team and individual performance goals demonstrating a commitment to professional growth and excellence.
• Participate in postincident reviews and problem management activities with a dedication to continual learning and process enhancement driving improvements in incident management practices
• Proactively engage in improvement initiatives during incident downtime leveraging insights and expertise to enhance system resilience and operational efficiency

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 largescale 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
• Expertise in product and infrastructure support
• Knowledge of risk and controls landscape ensuring companywide standards are met
• Ability to execute within a customercentric environment
• Experience in Incident management process and procedures within a large techology environment
• Excellent communication skills in leading incident resolution
• Strong teaming skills along with building relationships across LOBs
• Must be able to work back end shift 8amEDT to 7:30pmEDT Thursday thru Saturday and every other Wednesday

Preferred qualifications capabilities and skills

• Working understanding of public cloud
• Proefficient in ITSM