Technology Support III - Product Support

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

As a Technology Support III team member in the Corporate Technology organization, 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


* Analyzes and troubleshoots production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm


* Improves operational stability and availability through participation in problem management


* Assists in the escalation and communication of issues and solutions to the business and technology stakeholders


* Identifies trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure


* Executes small to medium projects independently with initial direction and eventually graduates to designing and delivering projects autonomy


* Leverages technology to solve business problems by writing high quality, maintainable, and robust code following best practices in software engineering


* Participates in triaging, examining, diagnosing, and resolving incidents and work with others to solve problems at their root


* Recognizes the toil within your role and proactively works towards eliminating it through either systems engineering or updating application code


* Understands observability patterns and strives to implement and improve service level indicators, objectives monitoring, and alerting solutions for optimal transparency and analysis

Required qualifications, capabilities, and skills


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


* Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud


* Ability to code in at least one programming language such as Shell or Python


* Demonstrated knowledge of maintaining a Cloud-base infrastructure


* Proficient knowledge of observability and monitoring tools and techniques


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


* Experience with Linux as an operating system, and application support


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


* Proficient knowledge of observability such as white and black box monitoring, service level objective alerting, and telemetry collection using tools such as Grafana, Dynatrace, Prometheus, Datadog, and Splunk


* Experience with common networking technologies, and...