Technology Support III - Production Incident Management

JobID: 210538199

Category: Technology Support

JobSchedule: Full time

Posted Date: 2024-07-22T13:16:41+00:00

JobShift: Day

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Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Corporate Technology and Employee Platforms, 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

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm.

• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools.

• Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders.

• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.

• Coordinate the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization.

• Driving Major Incidents to resolution authoritatively and confidently.

• Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis.

• Assisting with root cause analysis for all critical Major incidents and driving resolution to the issues.

• Partnering with peers to assist in coordination and identification of "Air Traffic Control" across the various technical estates during the incident.

• Deal with change and problems related to Incident and overall Production Management.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.

• 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 in Incident Management tools, specifically Service Now.

• Experience with one or more general purpose programming languages and/or automation scripting.

• AWS Cloud Practitioner.

• Working understanding of public cloud.