Technology Support II (GEM) - Semi Senior Associate

Join Our Dynamic Team Transforming the Tech Backbone of Our Operations
Fuel Seamless Functionality and Innovation with Your Expertise

As a Technology Support II team member in the Global Environment Management (GEM) Team, you will play a vital role in ensuring the operational stability, availability, and performance of our non-production environments across various sub-lines of business (sub-LOBs). Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving service interruptions are crucial to supporting a seamless user experience and fostering a culture of continuous improvement. This role offers the opportunity to work with cutting-edge technologies and contribute to the success of our business operations by identifying and automating repetitive tasks.

Job Responsibilities:

• Analyze and troubleshoot non-production application environments to ensure end-to-end service delivery supporting the business operations of the firm.
• Improve operational stability and availability through participation in problem management.
• Monitor environments for anomalies and address issues utilizing standard observability tools (Geneos, Splunk, Datadog, Grafana).
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders.
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure.
• Identify toil and leverage automation opportunities to enhance efficiency and service quality.
• Develop and maintain knowledge of application flows and underlying technologies to enhance service quality.

Required Qualifications, Capabilities, and Skills:

• At least 4-5 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Strong Unix administration and management skills.
• Proficiency in administration and query management for both Sybase and Oracle databases.
• Exposure to observability and monitoring tools and techniques (Geneos, Splunk, Datadog, Grafana).
• Experience with ticketing systems for incident and request management (JIRA, Service Now).
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework, which provides best practices for IT service management.
• Strong understanding of programming algorithms and logic.
• Fluent in English, with excellent communication skills.

Preferred Qualifications, Capabilities, and Skills:

• Experience with ShellScript, Python, and Java.
• Familiarity with quality standards and best practices in support and development.
• Experience as an Application Service Delivery Analyst or System Administrator.
• Understanding of demand-based lifecycle and customer communication importance