Technology Support Lead

Technology Support III

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

As a Technology Support III team member in Commercial & Investment Bank - Digital Enablement Production Management 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

• Oversee the end-to-end management of production and UAT environments, ensuring high availability, resiliency, reliability, performance, and security.
• 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
• Drive incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Participate in the design, deployment, and optimization of AWS-based infrastructure, leveraging cloud-native solutions for scalability and resilience.
• Investigate and resolve data-related incidents, including quality issues, performance problems, and connectivity failures.
• Perform root cause analysis on production issues and implement preventive measures to reduce future occurrences.
• Collaborate with development teams to troubleshoot complex data pipeline issues and system anomalies.
• Collaborate with engineering, product, security, and business teams to align production management initiatives with organizational goals.
• Interface with business users, traders, and analysts to understand data requirements, optimize data feeds, and resolve issues.
• Understand service level indicators and utilizes service level objectives to proactively resolve issues before they impact customers

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
• In-depth knowledge of monitoring and observability tools such as Geneos, Dynatrace, Grafana, and Splunk, including configuration, integration, and analysis of application and infrastructure metrics.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Hands-on experience with AWS services (EC2, IAM, S3, Lambda, CloudFormation, etc.), architecture, and security best practices.
• Familiarity with container and container orchestration such as ECS, Kubernetes, Docker and Cloud Foundry.
• Familiarity in at least one programming language such as Python, Java/Spring Boot.
• Excellent leadership, communication, and stakeholder management skills.
• Familiarity with Unix/Linux operating systems and shell scripting

Preferred qualifications, capabilities, and skills

• Bachelor's degree in STEM or related field, or equivalent experience
• Proficiency in Unix, AWS, Scripting, and Python
• Exposure to and/or support of cloud-based technology solutions
• Experience using AI for automating and streamlining daily tasks
• Exposure to monitoring tools such as Geneos, Dynatrace, Grafana, and Splunk
• Experience or understanding of financial markets and trading systems would be beneficial.
• Fluency in English language.