Technology Support III - CT PAC Major Incident Manage

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

As a Technology Support III team member in Corporate Technology , 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


* Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability


* Determine and ensure execution of appropriate actions to recover business services as quickly as possible


* Run the technical bridge to drive all diagnostic and resolution activities


* 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


* Proactively contribute to improvement activities during incident downtime.


* Review the CT environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly.


* Process-driven: In-depth knowledge and attention to detail in identifying and acting upon continual service improvements to processes and documentation.

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


* Experience with Incident Management tool ServiceNow (Required)


* Perform on-call support as required.


* ITIL training and certification preferred.


* Tableau and or Alteryx experience required


* Broad understanding of technology frameworks across mainframe, midrange and distributed.


* Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)


* Experience with Incident Management tool ServiceNow (Required)

Preferred qualifications, capabilities, and skills:


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


* Working understanding of public cloud


* Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)


* AWS practitioner certification is a plus

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