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

As a Technology Support III team member in  Corporate Technology and Employee Platforms, 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

Provide support to end-to-end application or infrastructure service delivery to enable successful business operations of the firm. Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools. Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders. Analyze complex situations and trends to anticipate and drive resolution for incidents and problem management supporting of full stack technology systems, applications, or infrastructure. Coordinate the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization. Driving Major Incidents to resolution authoritatively and confidently. Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis. Assisting with root cause analysis for all critical Major incidents and driving resolution to the issues. Partnering with peers to assist in coordination and identification of “Air Traffic Control” across the various technical estates during the incident. Deal with change and problems related to Incident and overall Production Management.

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services. Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud. Root Cause Analysis (RCA) understanding and experience. Experience with problem statement, Problem task (PTASK) and documentation. Experience in observability and monitoring tools and techniques. Exposure to 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. AWS Cloud Practitioner. Working understanding of public cloud.