Technology Support Lead - Thematic Problem Management

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

As a Problem Manager within Consumer and Community Banking, you will play a crucial role in enhancing production stability by anticipating and preventing IT issues.

You will focus on fostering a stable and reliable IT environment through the identification and resolution of thematic issues and effective risk mitigation strategies.

You will be a key player in transforming our services, ensuring continuous improvement and operational excellence.

Collaborating with a dedicated team, you will identify and resolve potential IT issues before they lead to incidents or service disruptions.

This involves analyzing past incidents and other data sources to implement preventative solutions.

Job responsibilities


* Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions.


* Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.


* Drive continuous improvement initiatives and implement best practices in Problem Management.


* Partner with business resources and develop actions to eliminate recurrence on "business-owned" incidents.


* Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.


* Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.


* Understanding of observability and monitoring tools and techniques.

Required qualifications, capabilities, and skills


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


* Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.


* Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.


* Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.


* Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.


* Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.


* Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.


* Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.


* Excellent communication, technical writing, presentation, and relationship management skills.


* Experience in managing high-pressure situations and making decisions quickly to minimize impact on b...