Technology Support III

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

As a Technology Support III team member within the Consumer and Community Banking Advisors team, 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


* Assists 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


* Use your technical knowledge and exemplary customer service skills to resolve technology issues raised via email and ServiceNow query system


* Leverages basic technology skills (reading logs, basic sql) and works closely with Level 3 system-facing teams to manage resolution of application issues.


* Supports the technology agenda and act as brand ambassador for Technology Service Delivery and the Technology Franchise.

Liaising with Technology project managers/business analysts on assigned topics to understand technology, conduct knowledge transfer sessions, and ensure team knowledge is current


* Improve the quality of service and proactively contribute to the enhancement of the user experience


* Manages the relationship throughout the resolution process with regular end-user updates


* Supports application systems in operation, including tasks related to identifying and troubleshooting of application and data issues, including resolution or escalation of issues.

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


* Accountable for issue resolution, provide insights to technology and product teams on improvement opportunities


* Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up t...