Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Enterprise Technology, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. 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.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm

• 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

• 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

Required qualifications, capabilities, and skills

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

• Strong experience leading technologists to manage and solve complex technological issues at a firmwide level

• Responsible for end-to-end monitoring of core Payment Technology applications within Banking Technology space to ensure high availability and stability of production environments.
• Setting up and updating monitoring and alerting solutions including SLI / SLO Management to meet business SLAs. Perform Alert Management on a regular basis and implement runbooks / play books for creating autonomy of operations
• Responsible for day-to-day technical operations involving incident management, problem management, defect management and client requests management in a timely manner. Lead technical triaging during active incidents working closely with the technical and business stakeholders.
• Ensure resiliency and recoverability of the application platforms through periodic review of resiliency documents and conducting resiliency events to adhere with the audit and regulatory requirements.
• Drive Root Cause Analysis / tech triaging calls; documenting technical solutions and following up with technical teams on implementation of such solutions through active task management and follow ups.
• Achieve Operational Efficiencies through process automation of day-to-day operations including Certificate Management, Resiliency & Release Management, Hygiene Management and BAU functions.
• Active participation in change management processes, including deployment, rollback, and validation of production changes and release communications to stakeholders.
• Collaborate with cross functional development & testing teams, project management teams and other stake holders to analyze business requirements & outlined IT solutions; conduct code & design reviews and provide technology support in the development of such products including identifying the scope of work, design and document application related enhancements following Agile & Scrum DLC life cycles using tools such as Jira, Visio etc.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages and/or automation scripting

• Practical experience with public cloud