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

As a Technology Support III team member in Infrastructure Platforms team, 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 to enable successful business operations of the firm Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability 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 solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure Support and aid in the day-to-day management of our Production instance of ServiceNow. Install, upgrade, and manage APIs for systems interacting with ServiceNow. Improve performance and configuration using ServiceNow best practices; collaborate with Product Owners, Developers, and Support teams for critical applications. Troubleshoot complex code issues and provide solutions; automate, monitor, and maintain systems in a distributed, enterprise environment. Ensure environment performance, reliability, and availability; explore new technologies to optimize delivery and reliability of automation. Develop and promote standard operating procedures; create processes and tools for operational efficiency; provide off-hours support as part of the on-call rotation.

Required qualifications, capabilities, and skills

Formal training or certification on Technology Support concepts and 3+ years applied experience 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 processes in scope of the Information Technology Infrastructure Library (ITIL) framework Hands on Experience with production management monitoring tools (e.g., Splunk, Grafana, APICA, Dynatrace, Geneos). Hands on Experience with web front-end development frameworks such as JavaScript, JQuery, etc. Exhibit strong analytical and problem-solving skills.

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud Demonstrate effective verbal and written communication skills; maintain a strong improvement mindset. Demonstrates knowledge of the ServiceNow platform; ServiceNow Certified System Administrator preferred but not essential.