Technology Support III - Incident Manager

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

As a Technology Support III team member in Employee Platforms Production Management, 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 and supports day-to-day maintenance of the firm's systems to ensure operational stability and availability


* Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.


* Participate in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and helping drive service restoration.


* Execute assigned incident, problem, and change management procedures in alignment with operational, resiliency, audit, and control expectations.


* Contribute to post-incident review, root cause analysis, action tracking, and recurrence prevention by documenting findings, validating evidence, and following through on assigned remediation items.


* Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders


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


* Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills



* A.

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


* Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.


* Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.


* 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 proc...