Technology Support III / Incident Management
Technology Support III / Incident Management
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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 Infrastructure Platforms 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 end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firms systems to ensure operational stability and availability
- 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
- Conduct technology incident regulatory impact assessments under time constraints ensuring timely submission of regulatory requirements
- Assist in developing and implementing technology policies standards and training programs fostering a culture of compliance and excellence
- Cultivate strong business and technology relationships establishing yourself as a trusted partner
- Design and manage a personal improvement plan to achieve team and individual performance goals
- Participate in post-incident reviews and problem management activities driving improvements in incident management practices
- Engage in improvement initiatives during incident downtime 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 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
- Must be able to work the front-end shift Sunday Monday Tuesday and every other Wednesday 7:00amET-7:00pmET
- Expertise in product and infrastructure support
- Understanding of risk and controls landscape ensuring company-wide standards are met
- Ability to execute within a customer-centric environment
- Experience in incident management processes within large technology environments
- Excellent communication skills for leading incident resolution
- Strong teaming skills and ability to build relationships across LOBs
Preferred qualifications capabilities and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
Employment Type
Full-Time
