Technology Support III - Major 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 Consumer & 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


* 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


* Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


* Owns and drives incident management communication with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents


* Lead incident response with clear ownership and methodical evaluation of complex issues


* Follows critical processes and procedures, escalating production incidents as needed


* Applies technical knowledge and experience to identify and execute tasks that drive resolution


* Provides clear and concise incident summaries to both technical and non-technical audiences


* Ensures incident data is accurately captured and documented


* Prepares materials and follow-ups for seamless transition to Root Cause Analysis in the Problem Management process

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


* Experience with Incident Management in an enterprise scale environment


* Proven experience in identifying issues for escalations, and providing solutions to the business and technology stakeholders


* Possess critical thinking and troubleshooting skills


* Demonstrated initiative and resourcefulness in resolving production issues independently


* Experience leveraging analytical expertise to manage multiple responsibilities in a fast-paced environment using various tools


* Demonstrated ability to collaborate with technology teams and develop meaningful relationships to...