Technology Support III - Thematic Problem Management
Technology Support III - Thematic Problem Management
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1 Vacancy
Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Consumer and Community Banking 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
- Proactively analyze incident trends and performance data to proactively identify potential issues patterns and recurring incidents before they cause service disruptions.
- Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.
- Drive continuous improvement initiatives and implement best practices in Problem Management.
- Partner with business resources and develop actions to eliminate recurrence on business-owned incidents.
- Creating and distributing problem management reports highlighting trends root causes and implemented solutions.
- Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
- Understanding of observability and monitoring tools and techniques.
Required qualifications capabilities and skills
- 3 years of experience or equivalent expertise in troubleshooting resolving and maintaining information technology services.
- Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
- Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
- Proficient in pattern recognition and data correlation with strong analytical and problem-solving skills.
- Advanced Excel knowledge with the ability to dissect large data files utilizing formulas minor scripting and filtering.
- Ability to navigate interface and work with multiple teams across regional boundaries and communication channels demonstrating command and control.
- Ability to influence and lead technical conversations with various application support groups including technical leaders IT professionals developers and architects.
- Cross-technology background in disciplines such as Cloud Engineering Networking Site Reliability Engineering or Technology Support.
- Excellent communication technical writing presentation and relationship management skills.
- Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.
- Ability to foster a culture of learning and collaboration working effectively in a diverse and inclusive environment.
Preferred qualifications capabilities and skills
- Working knowledge on dashboard reporting using Tableau PowerBI Qlik and other similar tools.
- ITIL Foundation certification.
- Practical knowledge of engineering principles design patterns failure mode-effects analysis.
- Practical experience with public cloud.
Employment Type
Full-Time
