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 the Infrastructure Platforms (IP) 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

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 Own and drive incident calls collaborating with technical resolvers, production management, application development, line of business incident managers and senior leadership with the goal of reducing and mitigating impacts Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues  

Required qualifications, capabilities, and skills

Bachelor’s Degree in Computer Science or equivalent Formal training or certification on technology support concepts and 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 Exposure to observability and monitoring tools and techniques Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

Experience in Incident Management tools, specifically Service Now  Experience with one or more general purpose programming languages and/or automation scripting  Working understanding of public cloud  AWS Cloud Practitioner certification  ITIL V4 Foundation certification