Technology Support III - Production 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 Corporate Technology and Employee Platforms, 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


* Provide support to 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 drive resolution for incidents and problem management supporting of full stack technology systems, applications, or infrastructure.


* Working on incident, problem, event management for employee platforms.


* Coordinate the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization.


* Driving Major Incidents to resolution authoritatively and confidently.


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


* Assisting with root cause analysis for all critical Major incidents and driving resolution to the issues.


* Partnering with peers to assist in coordination and identification of "Air Traffic Control" across the various technical estates during the incident.


* Deal with change and problems related to Incident and overall Production Management.

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 working in ServiceNow.


* Root Cause Analysis (RCA) understanding and experience.


* Experience with problem statement, Problem task (PTASK) and documentation.


* Experience in observability and monitoring tools and techniques.


* Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

Preferred qualifications, capabilities, and skills


* Experience in Incident Management tools, specifically ServiceNow.


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


* High organizational skills.


* AWS Cloud Practitioner.


* Working understanding of p...