Application Support - Technology Support II

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Commercial Investment Bank Payment Technology, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows.

Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities


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


* Improve operational stability and availability through participation in problem management


* Monitor production environments for anomalies and address issues utilizing standard observability tools


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


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


* Provide timely triage and resolution of production incidents, ensuring adherence to defined service level agreements (SLAs) and minimizing business impact


* Collaborate with development, engineering, and infrastructure teams to implement root cause fixes and preventive measures for recurring issues


* Maintain and update operational runbooks, knowledge base articles, and standard operating procedures to ensure accurate and current documentation


* Participate in on-call rotations and provide after-hours support as needed to ensure continuous availability of critical business applications


* Execute and validate scheduled production changes, deployments, and maintenance activities in accordance with change management procedures


* Support automation initiatives to reduce manual intervention, streamline repetitive tasks, and enhance overall operational efficiency

Required qualifications, capabilities, and skills


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


* Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline is required


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


* Exposure to observability and monitoring tools and techniques


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


* Strong analytical and problem-solving skills with the ability to assess complex technical issues and determine appropriate resolution paths under pressure


* Effective...