Technology Support Lead - Incident Management

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

As a Technology Support Lead in Corporate Technology organization, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services.

Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities


* Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm


* Executes policies and procedures that ensure operational stability and availability


* Monitors production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools


* Escalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration


* Leads incident, problem, and change management in support of full stack technology systems, applications, or infrastructure


* Participates in process improvement to ensure improved future performance of the team


* Actively designs and manages personal improvement plan to set and meet team and individual performance goals, while mentoring and coaching junior members of the team


* Participates in post-incident reviews and problem management activities


* Proactively contributes to improvement activities during incident downtime


* Reviews the Corporate Technology environment to proactively identify events or lower severity incidents


* Builds relationships both from a customer and technical perspective including with the problem and change management teams

Required qualifications, capabilities, and skills


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


* Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud


* Proficient in observability and monitoring tools and techniques


* Experience with one or more general purpose programming languages and/or automation scripting such as SQL, Python, Java, or Splunk


* Expertise with Incident Management tools such as ServiceNow


* Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework


* Previous experience managing Major Incidents in a large environment


* Proficient knowledge and understanding of Incident Management practices, skills, and tools


* Broad understanding of technology frameworks across mainframe, midrange and distributed


* Ability to support others across all contributing teams and disciplines


* Abili...