Incident Management / Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Infrastructure Platforms Incident Management, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services.

Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities


* Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


* Execute policies and procedures that ensure operational stability and availability


* Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools


* Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration


* Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


* Coordinating the resolution of critical major incidents utilizing technical and business resources in 24x7x365


* Leading Major Incidents to resolution authoritatively and confidently; in the heat of the moment may be called upon to make decisions on behalf of Employee Platforms that could have production impacting implications


* Send executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis


* Lead large senior management conference calls to advise Lines of business (LOBs) of major incidents occurring in the environment


* Perform root cause analysis for all critical Major incidents and driving resolution to the issues


* Ensure the firm's monitoring and automation platforms are actively leveraged to drive continous improvement of business data and identifying systematic issues and eliminate them fromm the root level

Required qualifications, capabilities, and skills


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


* Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud


* Proficient in observability and monitoring tools and techniques


* Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework


* Must be able to work the Front-end shift Sunday, Monday, Tuesday and every other Wednesday 7:00amET to 7:00pmET


* Strong leadership and mentoring experience


* Proefficient in microsoft word and Excel


* Excellent written and verbal communications skills
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