Production Management, Issues Management - 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 Payments Technology team, 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

• Ensure timely and accurate resolution of Issues Management cases. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with Relationship Managers, Client Service Account Managements and Technology teams to identify process improvement opportunities
• Ensures cases are resolved within established timelines for completion

• 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
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Minimum 2+ years' experience in a Customer or Client Facing related role
• Experience with AWS Snowflake, Oracle Database and SQL query experience writing and modifying complex queries
• Excellent communication skills, organizational skills and time management skills
• Excellent technical skills and business acumen related to data management and payments processing

• Knowledge of one or more general purpose programming languages or automation scripting
• Minimum of 1+ year experience with help desk ticketing systems
• Ability to influence and lead technical conversations with other resolver groups as directed
• Exposure to observability and monitoring tools and techniques