Technology Support III / Incident Management

Description

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

As a Technology Support III team member in Infrastructure Support 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 firm

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

Lead, review and analyze impacts along with implementing technology controls to meet existing and new global regulatory requirements

Identify all resources needed and lead technology incident regulatory impact bridges under time pressure to drive the collection and submission of all in scope regulatory requirements

Assist in the development and implementation of the Firm’s technology policies, standards, procedures, control guidance and training

Develop and maintain strong business and technology relationships, becoming a trusted partner, as well as building relationships with corporate functions such as Audit, Compliance, Risk and Corporate IT Risk teams

Design and manage personal improvement plan to set and meet team and individual performance goals

Participate in post-incident reviews and problem management activities with a commitment to continual learning and process improvement

Contribute (proactively) to improvement activities during incident downtime

Required qualifications, capabilities, and skills

3+ 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

Expertise in product and infrastructure support

Experience in risk and controls, ensuring company-wide standards are met

Strong teaming skills in collaborating with peers and senior technology and Business management

Strong organizational skills and the ability to prioritize workload to meet critical regulatory report submission deadlines

Expert in influencing and engaging key stakeholders across all contributing teams and disciplines

Proficient in PowerPoint, Excel and Word

Must be able to work Thursday, Friday, Saturday and every other Wednesday 8amET -7:30pmET

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scripting

Working understanding of public cloud

Familiarity of Financial Services and key drivers of business performance

Experience in Risk Controls in a very large Technology environment

Incident Management experience