Build and lead a team of Production Support staff to provide support for Incident, Problem and Change. Represent Employee Platforms for Enterprise reporting and metrics.

As a Technology Support Lead in Corporate Technology & Employee Platforms, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

Coordinating the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization. Leading Major Incidents to resolution authoritatively and confidently; in the heat of the moment may be called upon to make decisions on behalf of Employee Platforms that could have production impacting implications. Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis. Leading large senior management conference calls to advise Lines of business (LOBs) of major incidents occurring in the environment. Performing root cause analysis for all critical Major incidents and driving resolution to the issues. Ensuring that the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and identifying systemic issues and eliminate them from the root level. Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of Employee Platforms. Execute policies and procedures that ensure operational stability and availability. Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools. Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration. Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services. Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud. Proficient in observability and monitoring tools and techniques. Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework. Expertise in Service Now, including building reports and dashboards.

Preferred qualifications, capabilities, and skills

Working knowledge in one or more general purpose programming languages and/or automation scripting. Practical experience with public cloud. Agile experience, with JIRA and Align.