Technology Support III Product Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in the Corporate Technology organization 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

• Analyzes and troubleshoots production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improves operational stability and availability through participation in problem management
• Assists in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identifies trends and assist in the management of incidents problems and changes in support of full stack technology systems applications or infrastructure
• Executes small to medium projects independently with initial direction and eventually graduates to designing and delivering projects autonomy
• Leverages technology to solve business problems by writing high quality maintainable and robust code following best practices in software engineering
• Participates in triaging examining diagnosing and resolving incidents and work with others to solve problems at their root
• Recognizes the toil within your role and proactively works towards eliminating it through either systems engineering or updating application code
• Understands observability patterns and strives to implement and improve service level indicators objectives monitoring and alerting solutions for optimal transparency and analysis

Required qualifications capabilities and skills

• 2 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Ability to code in at least one programming language such as Shell or Python
• Demonstrated knowledge of maintaining a Cloud-base infrastructure
• Proficient knowledge of observability and monitoring tools and techniques
• Experience with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience with Linux as an operating system and application support
• Demonstrated knowledge with site reliability concepts principles and practices
• Proficient knowledge of observability such as white and black box monitoring service level objective alerting and telemetry collection using tools such as Grafana Dynatrace Prometheus Datadog and Splunk
• Experience with common networking technologies and continuous integration and continuous delivery tools like Jenkins GitLab or Terraform

Preferred qualifications capabilities and skills

• Proficient knowledge of financial services industry