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

 

As a Technology Support III team member in Consumer and Community Banking, 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

Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions. Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.Drive continuous improvement initiatives and implement best practices in Problem Management.Partner with business resources and develop actions to eliminate recurrence on “business-owned” incidents.Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.Understanding of observability and monitoring tools and techniques.

Required qualifications, capabilities, and skills

3+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.Excellent communication, technical writing, presentation, and relationship management skills.Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.

Preferred qualifications, capabilities, and skills

Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other similar tools.ITIL Foundation certification.Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.Practical experience with public cloud.