Technology Support III - Thematic Problem Management

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

As a Technology Support III team member in Consumer and Community Banking, 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


* 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


* 3+ 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 business operations.


* Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.

Preferred qualifications, capabilities, and skills


* Working knowledge on dashboard reporting using Tableau, PowerBI,...