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 Platforms 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


* Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability


* 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


* Conduct technology incident regulatory impact assessments under time constraints, ensuring timely submission of regulatory requirements


* Assist in developing and implementing technology policies, standards, and training programs, fostering a culture of compliance and excellence


* Cultivate strong business and technology relationships, establishing yourself as a trusted partner


* Design and manage a personal improvement plan to achieve team and individual performance goals


* Participate in post-incident reviews and problem management activities, driving improvements in incident management practices


* Engage in improvement initiatives during incident downtime to enhance system resilience and operational efficiency

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


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


* Expertise in product and infrastructure support


* Understanding of risk and controls landscape, ensuring company-wide standards are met


* Ability to execute within a customer-centric environment


* Experience in incident management processes within large technology environments


* Excellent communication skills for leading incident resolution


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