Technology Support Lead
As a Technology Support Lead within the Global Banking Technology, you wil lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm. 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.
You will be responsible for building strong working relationships with internal Clients and Businesses stakeholders to effectively provide support for critical issues impacting revenue.
Job responsibilities
- Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Key to this role is the ability to anticipate and mitigate problems prior to their occurrence.
- 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 so you can identify and recommend new ideas for process improvement
- 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
- Drive Global Banking Service Improvement Initiatives within the respective regions and location(s)
- Review Technology Roadmaps with local leadership
- Identify and coordinate resources for 3rd Level Support for Escalations.
- Build consensus between the technical and business teams and bring open issues to resolution
Required qualifications, capabilities, and skills
- Significant experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services with workplace technologies
- 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
- AI skills / integration - familar with Co Pilot / LLM suite
- Strong communication skills (written and verbal) and strong client engagement skills
- Proven ability to translate technical concepts to a non-technical audience and vice versa
- The ability to work independently and in a team environment, strong organizational and interpersonal skills
- Strong analysis and troubleshooting skills
- Strong technical skills with advanced level proficiency in Word, Excel and PowerPoint, MS Teams, OneNote, OneDrive, etc.
Preferred qualifications, capabilities, and skills
- Extensive experience with Workplace Technologies
- Advanced business application and business process knowledge would be beneficial