Technology Support III - Major Incident Management

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