Technology Support Lead - Front Office Application Support

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

As a Technology Support Lead in Commercial and Investment Bank-Securitized Product Technology Production Management team, 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

• Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm.
• 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
• Support critical and complex batch processing applications such as batches runs on Autosys and internal developed framework.
• Work with development teams on regular basis to ensure all issues and stability/resiliency enhancements are tracked.
• Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actions.
• Work on global production management objectives and develop meaningful relationships to achieve common goals and automation projects to eliminate toil.
• Implement robust monitoring to proactively identify system issues and perform Start of Day checks.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor’s degree or equivalent experience in a software engineering discipline
• 8+ years of experience or equivalent expertise troubleshooting, resolving and maintaining information technology services
• Practical experience with public cloud and 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 and experienced execution on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Working knowledge in one or more general purpose programming languages (Python / Unix) and automation scripting, plus an interest in learning other coding languages and skills as needed
• Knowledge on Change management, incident management and Problem management
• Excellent Communication Skills