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

 

As a Technology Support III team member in Consumer & Community Banking, 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 toolsAnalyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructureOwns and drives incident management communication with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidentsLead incident response with clear ownership and methodical evaluation of complex issuesFollows critical processes and procedures, escalating production incidents as neededApplies technical knowledge and experience to identify and execute tasks that drive resolutionProvides clear and concise incident summaries to both technical and non-technical audiencesEnsures incident data is accurately captured and documentedPrepares materials and follow-ups for seamless transition to Root Cause Analysis in the Problem Management process

 

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) frameworkExperience with Incident Management in an enterprise scale environmentProven experience in identifying issues for escalations, and providing solutions to the business and technology stakeholdersPossess critical thinking and troubleshooting skillsDemonstrated initiative and resourcefulness in resolving production issues independentlyExperience leveraging analytical expertise to manage multiple responsibilities in a fast-paced environment using various toolsDemonstrated ability to collaborate with technology teams and develop meaningful relationships to achieve common goals

 

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scriptingKnowledge of cloud technologies (AWS, Azure, Google), OSI, distributed and mainframe systemsIncident management tools such as ServiceNow, Microsoft Teams, Confluence, and Jira