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

As a Technology Support III team member in Infrastructure Platforms Incident Management, 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 firmSupports the day-to-day maintenance of the firm’s systems to ensure operational stability and availabilityAssist in the monitoring of production environments for anomalies and address issues utilizing standard observability toolsIdentify issues for escalation and communication, and provide solutions to the business and technology stakeholdersAnalyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructureConduct technology incident regulatory impact assessments under time constraints, ensuring timely submission of regulatory requirementsAssist in developing and implementing technology policies, standards, and training programs, fostering a culture of compliance and excellenceCultivate strong business and technology relationships, establishing yourself as a trusted partnerDesign and manage a personal improvement plan to achieve team and individual performance goalsParticipate in post-incident reviews and problem management activities, driving improvements in incident management practicesEngage in improvement initiatives during incident downtime to enhance system resilience and operational efficiency

 

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkExpertise in product and infrastructure supportUnderstanding of risk and controls landscape, ensuring company-wide standards are metAbility to execute within a customer-centric environmentExperience in incident management processes within large technology environmentsExcellent communication skills for leading incident resolutionStrong teaming skills and ability to build relationships across LOBsMust be able to work back-end shift (8am EDT to 7:30pm EDT, Thursday through Saturday and every other Wednesday)

 

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scriptingWorking understanding of public cloud