About this role
Join our team to leverage your technology support expertise and drive continuous improvement. Propel your career in a dynamic environment focused on operational success.
As a Technology Support III within the Chief Technology Office team, you will ensure the operational stability, availability, and performance of our production application flows. You will foster 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 end-to-end application or infrastructure service delivery and support day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Assist in monitoring production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
- Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
- Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities and skills
- 3+ years of experience troubleshooting, resolving, and maintaining information technology services
- Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
- 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
Preferred qualifications, capabilities and skills
- Experience supporting production environments in financial services or similarly regulated industries
- Familiarity with automation tools and scripting for operational support
- Strong communication and collaboration skills across business and technology teams
- Ability to drive process improvements and contribute to operational best practices