Technology Support III - Application Support/ SRE

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

As a Technology Support III team member in Commercial & Investment Bank (CIB) Payments Technology Team, 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

• Treat operations as software problems, solve system failures, minimize client impacts and ensure all systems function seamlessly to meet business needs.
• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Monitor production environments for anomalies and address issues utilizing standard observability tools.
• Create proactive event management through observability and developing automation to minimize toil.
• Work closely with the Software Engineering and Product teams/other stakeholders to understand issues, drive resolutions, and stability enhancements of the applications, leading to improvement in operational stability, performance, and availability.
• Create, continuously improve, and maintain real-time monitoring dashboards to ensure system operability and performance.
• Identify trends and assist in the management of incidents, problems, and changes in support of full-stack technology systems, applications, or infrastructure.
• Ensure resiliency of the platform through managed Disaster Recovery (DR), Site Reliability (SR), and High Availability (HA) events.

Required qualifications, capabilities, and skills

• Bachelor’s Degree in Computer Science, Mathematics, or related disciplines.
• Formal training or certification on technology support concepts and 3+ years of experience in a similar role troubleshooting, resolving, and maintaining information technology services
• Experience supporting public/private cloud-based applications.
• Knowledge in automating daily support operations using scripting and tooling.
• Experience in one or more observability and monitoring tools and techniques like Grafana,Datadog, Dynatrace, Splunk, ITRS Geneos.
• Knowledge of one or more general-purpose programming languages or automation scripting (Python, UNIX shell scripting, etc.).
• Experience with one or more major cloud services (AWS) and Infrastructure as Code tooling.
• Understanding of networking concepts and troubleshooting.
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals.
• Possesses a continuous improvement mindset.

Preferred qualifications, capabilities, and skills

• Certification in Cloud technologies
• Familiarity with ITIL support methodologies and concepts.
• Experience/knowledge of working in a DevOps/SRE model would be an advantage.