Technology Support III / Incident Management

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 r...