Technology Support III

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

As a Technology Support III team member within the Corporate Technology organization, you will be responsible for maintaining the stability, availability, and optimal performance of our production application systems.

You will foster a culture of continuous improvement by proactively troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across both internally and externally developed systems, ensuring a smooth and reliable user experience.

As a Technology Support III team member within COGT - DATA Products Team you will drive operational excellence by leveraging your technology support expertise and dedication to ongoing improvement.

Job responsibilities


* Analyze and troubleshoot production application flows to ensure reliable end-to-end service delivery.


* Participate in problem management to improve operational stability and availability.


* Escalate and communicate issues and solutions to business and technology stakeholders.


* Identify trends and assist in managing incidents, problems, and changes for technology systems and infrastructure.


* Execute small to medium projects independently, progressing to autonomous project delivery.


* Understand software engineering best practices and able to propose solutions for business problems.


* Triage, diagnose, and resolve incidents, collaborating to address root causes.


* Eliminate repetitive tasks ("toil") through system engineering or code updates.


* Implement and improve observability, monitoring, and alerting solutions for transparency and analysis.


* Participate in on-call rotation or after-hours support, maintaining documentation and collaborating effectively with teams.

Required Qualifications, Capabilities, and Skills


* 2+ years of experience (or equivalent expertise) troubleshooting, resolving, and maintaining IT services


* Role requires working in rotating shifts (Shift-1: 8 AM - 4PM and Shift-2: 12 PM - 8 PM)


* Knowledge of applications or infrastructure in large-scale technology environments (on-premises or public cloud)


* Experience with Linux operating systems and application support


* Familiarity with scripting languages (Shell, Python, PowerShell)


* Experience with batch job scheduling tools (Control-M, Autosys, Cron) and common data transfer protocols (SFTP, HTTP,HTTPS, SMTP..)


* Demonstrated knowledge of maintaining cloud-based infrastructure


* Proficient knowledge of observability and monitoring tools and techniques (e.g., Grafana, Dynatrace, Prometheus, Datadog, Splunk)


* Experience with ITIL framework processes, including Incident Management and Change Management


* Demonstrated knowledge of site reliability concepts, principles, and practices


* Experience with CI/CD tools (Jenkins, GitLab, Terraform)

Preferred Q...