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 in Commercial & Investment Bank, 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

• 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
• Ensures monitoring alerts and systems events are assessed, prioritized, and managed. Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications
• Automate routine tasks by scripting or other coding means. Participates in post incident reviews for client impacting incidents
• Identifies post incident review action items and process improvement opportunities. Ensures Stability & Resiliency and Business Continuity objectives are met all the time
• Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities
• Bringing a DevOps mind-set, SRE practices to the entire Technology support life cycle, building, evolving and operating rapidly-changing resilient systems at scale

• 3+ 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
• Exposure to observability and monitoring tools and techniques- Preferably Geneos and/or Dynatrace
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Excellent interpersonal relationship and communication / presentation skills. SRE skills and a mindset for DevOps
• Strong technical abilities including supporting Cloud based applications
• Experience working in a relational database environment - Oracle, SQL. Unix (commands, scripting). Python scripting for automations, MQ series, NDM, Kubernetes concepts (with Kubectl commands).

• Experience with one or more general purpose programming languages and/or automation scripting
• Windows Knowledge preferable for supporting Windows based applications.
• Performing production support/DevOps for a suite of Financial Services Applications. Knowledge of ITIL (Information Technology Infrastructure Library) production support best practices
• Understanding of Financial and Banking applications or related business experience is a plus