Technology Support II ITIL Framework

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
• Collaborates closely with Payment Technology Development Operations and relevant Business teams
• Coordinate incidents/issues and help lead them to effective and efficient resolution within defined SLA/SLO
• Organize and distribute team workload to help achieve various service levels
• Documents and shares subject matter expertise within our team and organization via internal forums and communities of practice

Required qualifications capabilities and skills

• 2 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
• Proficiency in SQL and understanding of relational database concepts
• Familiarity with Unix/Linux operating systems and shell scripting
• Understanding of data structures algorithms and performance optimization principles
• Excellent verbal and written communication skills to communicate to wide audiences including senior leadership

Preferred qualifications capabilities and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud (AWS)
• Previous experience working banking or finance industry

• Experience building/configuring observability in tools such as Dynatrace Datadog Grafana etc.