Technology Support III
Posted Updated
Description
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, 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
As a Technology Support III team member in Commercial & Investment Bank, 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
- Providing business facing technology support to business and operations groups across the Asia Pacific region.
- Working within a follow-the-sun support model with global counterparts
- Managing production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners
- Performing post incident analysis, identifying, tracking and implementing preventative measures
- Act as Subject Matter Expert (SME) for key applications, responsible for maintaining global best practice and hygiene standards.
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools.
- Act as a key contributor in the continued development of tools, frameworks & techniques to improve productivity and quality of the production support, adopting SRE principles to manage and support the environment.
Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
- Bachelor's degree in Computer Science, Mathematics or a related field
- A proven track record of Production Support
- Support Management skills: design and use monitoring dashboards for day-to-day support, generate service KPIs, report on service stability & performance and log monitoring.
- A proven track record of running Incident & Problem Management calls for business impacting outages, performing post incident analysis, identifying & implementing preventative measures and lessons learned following outages.
- Strong analytical and problem-solving skills.
- Able to drive issue resolution across different support teams.
- Experience in debugging, and maintaining applications in a large corporate environment with one or more modern programming languages and database querying languages
Exposure to AI tools is a big plus.
Preferred qualifications, capabilities, and skills
- Proven working experience in iSeries development and/or production support environment with strong knowledge of OS400, CL, RPG, ILE, MQ Series, SQL
- Strong analytical and problem solving skills
- Excellent written and verbal communication skills to confidently and clearly communicate at various levels
- Excellent communication skills in managing production incidents
- Good time management skills and the ability to schedule workload
- Ability to work under pressure and deliver on time
- Solid working experience in large Financial / Banking Applications
- Proactive, adaptive and independent with proven capability to lead a project initiative