Merchant Services Front End Application - Technology Support II

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in the Corporate and Investment Bank, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows.

Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities


* Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm


* Improve operational stability and availability through participation in problem management


* Monitor production environments for anomalies and address issues utilizing standard observability tools


* Assist in the escalation and communication of issues and solutions to the business and technology stakeholders


* Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills


* 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


* Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud


* Exposure to observability and monitoring tools and techniques


* Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework


* Automation, monitoring, resiliency, and delivery - Leading and driving the identification of single point of failures and implementation of automation and monitoring improvements across the application and infrastructure environment using tools such Control-M, Netcool, Splunk, Dynatrace and OpenSearch.

Assist with Root Cause Analysis (RCA) and expert experience at application alert fine tuning to prevent issues related to incidents.

Experience leveraging Splunk required with an analytical mindset to drive identification of patterns/trends which would predict problematic situations.


* Cloud adoption readiness - Partner with the Merchant Services SRE team as refinement of the deployment journey is conducted.

Partner with AD and infrastructure teams to ensure application support team provides an excellent customer experience.

Preferred qualifications, capabilities, and skills


* Bachelor's degree or higher in Computer Science, Information Systems, or Engineering field or equivalent experience and evidence of exceptional ability.


* Excellent interpersonal skills, energetic and a self-starter.

Good communication skills, both verbal and written, with the ability to clearly convey technical infor...