Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Global Banking, you will be responsible for building strong working relationships with internal Clients and Businesses stakeholders to effectively provide support for critical issues impacting revenue producing employees. Key to this role is the ability to anticipate and mitigate problems prior to their occurrence.

Provide best in class support including accurate problem identification, ticket escalation and documentation and effective dialogue with affected parties and stakeholders. In addition, the Technology Support Lead will help to plan and deploy site based technology upgrades; provide release-level planning and coordination; and engage with Employee Platforms and Infrastructure platforms product teams to stay abreast of enterprise changes that could impact the employee experience. 

Job Responsibilities

Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmExecute policies and procedures that ensure operational stability and availabilityMonitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools so you can identify and recommend new ideas for process improvementEscalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restorationLead incident, problem, and change management in support of full stack technology systems, applications, or infrastructureDrive Global Banking Service Improvement Initiatives within the respective regions and location(s)Review Technology Roadmaps with local leadershipProvide 3rd Level Support for Escalations (identifies & coordinates resources, manage through completion, white glove support, etc.)Build consensus between the technical and business teams and bring open issues to resolution

 

Required qualifications, capabilities and skills

Proven experience and expertise troubleshooting, resolving, and maintaining information technology services with workplace technologiesExperience managing applications or infrastructure in a large-scale technology environment both on premises and public cloudProficient in observability and monitoring tools and techniquesExperience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkStrong communication skills (written and verbal) and strong client engagement skillsProven ability to translate technical concepts to a non-technical audience and vice versaAbility to work independently and in a team environment, strong organizational and interpersonal skillsStrong analysis and troubleshooting skillsStrong technical skills with advanced level proficiency in Word, Excel and PowerPoint, MS Teams, OneNote, OneDrive, etc.

Preferred qualifications, capabilities, and skills

Advanced business application and business process knowledge