DescriptionPropel 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