Technology Support Lead Application Support
Technology Support Lead Application Support
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Job Description
Join our dynamic team to innovate and refine technology operations impacting the core of our business services.
As a Technology Support Lead in the Corporate Technology organization you will play a leadership role in ensuring the operational stability availability and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firms systems will be key and set you up for success as you navigate tasks related to identifying troubleshooting and resolving issues to ensure a seamless user experience.
Job responsibilities
- Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Executes policies and procedures that ensure operational stability and availability
- Monitors production environments for anomalies address issues and drive evolution of utilization of standard observability tools
- Escalates and communicate issues and solutions to the business and technology stakeholders actively participating from incident resolution to service restoration
- Leads incident problem and change management in support of full stack technology systems applications or infrastructure
- Participates in process improvement to ensure improved future performance of the team
- Actively designs and manages personal improvement plan to set and meet team and individual performance goals while mentoring and coaching junior members of the team
- Participates in post-incident reviews and problem management activities
- Proactively contributes to improvement activities during incident downtime
- Reviews the Corporate Technology environment to proactively identify events or lower severity incidents
- Builds relationships both from a customer and technical perspective including with the problem and change management teams
Required qualifications capabilities and skills
- 5 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
- Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Proficient in observability and monitoring tools and techniques
- Experience with one or more general purpose programming languages and/or automation scripting such as SQL Python Java or Splunk
- Expertise with Incident Management tools such as ServiceNow
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Previous experience managing Major Incidents in a large environment
- Proficient knowledge and understanding of Incident Management practices skills and tools
- Broad understanding of technology frameworks across mainframe midrange and distributed
- Ability to support others across all contributing teams and disciplines
- Ability to foster relationships from both a business and technical perspective including with senior Technology and Business management
Preferred qualifications capabilities and skills
- Practical experience with public cloud preferably with AWS
ITIL training and certification preferred
Proficient knowledge of Financial Services industry
- Six Sigma training is a plus
Employment Type
Full-Time
