Technology Support Lead - Incident Management
About The Position
Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in Corporate Technology organization, 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.
Requirements
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- 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 with one or more general purpose programming languages and/or automation scripting such as SQL, Python, Java, or Splunk
- Expertise with Incident Management tools such as ServiceNow
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Previous experience managing Major Incidents in a large environment
- Proficient knowledge and understanding of Incident Management practices, skills, and tools
- Broad understanding of technology frameworks across mainframe, midrange and distributed
- Ability to support others across all contributing teams and disciplines
- Ability to foster relationships from both a business and technical perspective including with senior Technology and Business management
Nice To Haves
- Practical experience with public cloud, preferably with AWS
- ITIL training and certification preferred
- Proficient knowledge of Financial Services industry
- Six Sigma training is a plus
Responsibilities
- Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Executes policies and procedures that ensure operational stability and availability
- Monitors production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
- Escalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
- Leads incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Participates in process improvement to ensure improved future performance of the team
- Actively designs and manages personal improvement plan to set and meet team and individual performance goals, while mentoring and coaching junior members of the team
- Participates in post-incident reviews and problem management activities
- Proactively contributes to improvement activities during incident downtime
- Reviews the Corporate Technology environment to proactively identify events or lower severity incidents
- Builds relationships both from a customer and technical perspective including with the problem and change management teams
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Credit Intermediation and Related Activities
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
