Technology Support III - Major Incident Management
Technology Support III - Major 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 Consumer & 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
- 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
- Analyze complex situations and trends to anticipate and solve incident problem and change management in support of full stack technology systems applications or infrastructure
- Owns and drives incident management communication with production management application development infrastructure teams and senior leadership with the purpose of remediating impacting incidents
- Lead incident response with clear ownership and methodical evaluation of complex issues
- Follows critical processes and procedures escalating production incidents as needed
- Applies technical knowledge and experience to identify and execute tasks that drive resolution
- Provides clear and concise incident summaries to both technical and non-technical audiences
- Ensures incident data is accurately captured and documented
- Prepares materials and follow-ups for seamless transition to Root Cause Analysis in the Problem Management process
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
- Experience with Incident Management in an enterprise scale environment
- Proven experience in identifying issues for escalations and providing solutions to the business and technology stakeholders
- Possess critical thinking and troubleshooting skills
- Demonstrated initiative and resourcefulness in resolving production issues independently
- Experience leveraging analytical expertise to manage multiple responsibilities in a fast-paced environment using various tools
- Demonstrated ability to collaborate with technology teams and develop meaningful relationships to achieve common goals
Preferred qualifications capabilities and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Knowledge of cloud technologies (AWS Azure Google) OSI distributed and mainframe systems
- Incident management tools such as ServiceNow Microsoft Teams Confluence and Jira
Employment Type
Full-Time
