Lead production technology support for applications and infrastructure, ensuring service stability, availability, and performance. Monitor environments, troubleshoot anomalies, manage incidents, problems, and changes, and coordinate issue resolution with business and technology stakeholders. Use observability tools and validated AI-assisted practices to identify recurring issues and improve resiliency, security, and auditability. The role supports on-premises and public-cloud environments and requires knowledge of Linux/Unix, scheduling tools, databases, SQL, Jenkins, Git, Bitbucket, and ITIL processes.
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in Commercial & Investment Bank, 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
As a Technology Support Lead in Commercial & Investment Bank, 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
- Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration
Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations 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 ensuring outcomes align to operational, security, and auditability expectations.
- 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
- Knowledge of LINUX/UNIX operating systems, i.e., executing functional commands
- Knowledge of scheduling tools (Autosys, Control M)
- Experience with database technologies, i.e., ability to develop and execute SQL queries
- Knowledge of development tools (Jenkins, Git, BitBucket)
Preferred qualifications, capabilities, and skills
- Working knowledge in one or more general purpose programming languages and/or automation scripting
- Previous experience working on a back office support team and/or product knowledge of Derivative and FX business would be an added advantage
- Working knowledge of AI methodology and familiar with AI tools
- ITIL 4 foundation certification
- AWS Certified cloud Practitioner or similar
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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