Technology Support II, Major Incident & Problem Management Associate

Join a dynamic team shaping the tech backbone of our operations where yourexpertisefuels seamless system functionality and innovation.

As a Technology Support II team member in International Consumer Banking you will play a vital role in ensuring the operational stability availability and performance of our production application will respond to and manage high-impact incidents ensuringtimelyresolution and transparent communication with stakeholders while supporting the Problem Management lifecycle to minimize repeat incidents and enhance operational resilience.

Job Responsibilities

• Respond to incident escalations from squads vendors and business operations taking ownership of the incident management process and driving it through to resolution.
• Assess and prioritize multiple incidents based on customer business regulatory reputational and financial impacts.
• Maintain authoritative incident timelines throughout the lifecycle of each major incident.
• Communicate incident status resolution andimpactsclearly to internal and external stakeholders.
• Facilitatetimelycommunicationswith customers using our communication tools.
• Support the Problem Management lifecycle by assisting with root cause analysis documentation and helping ensure corrective action plans progress to closure.
• Partner with engineering SRE operations risk compliance and vendor teams to support long-term solutions.
• Support weekend coverage as part of a rotating shift-based schedule.

Required Qualifications Capabilities and Skills

• Bachelors degree in computer science Cybersecurity Data Science or related disciplines
• 2 years of experience or equivalentexpertisetroubleshooting resolving andmaintaininginformation technology services.
• Experience managing incidents in high-availabilityhigh-transaction environments.
• Strong real-time communication skills under pressure including the ability to convey technical information clearly to diverse audiences.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
• Ability to triage and manage multiple simultaneous incidentsprioritizing byimpact.
• Familiarity withInformation Technology Infrastructure Library(ITIL) frameworkpractices especially Incident Problem and Change Management.
• Ability to work methodically and calmly under pressure collaborating to deliveroptimaloutcomes.
• Proficiencywith collaboration and workflow tools such as Jira Confluence and customer communication tools.
• Working knowledge of IT Service Management platforms like ServiceNow.

Preferred Qualifications Capabilities and Skills

• Prior experience in Major Incident Management or Command Centre operations.
• Exposure to root cause analysis methodologies and evidence-based analysis.
• Strong analytical and critical thinking skills.