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.

Job responsibilities

Leads teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firmExecutes policies and procedures that ensure operational stability and availabilityMonitors production environments for anomalies, address issues, and drive evolution of utilization of standard observability toolsEscalates and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restorationLeads incident, problem, and change management in support of full stack technology systems, applications, or infrastructureParticipates in process improvement to ensure improved future performance of the teamActively designs and manages personal improvement plan to set and meet team and individual performance goals, while mentoring and coaching junior members of the teamParticipates in post-incident reviews and problem management activitiesProactively contributes to improvement activities during incident downtimeReviews 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

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesExperience managing applications or infrastructure in a large-scale technology environment both on premises and public cloudProficient in observability and monitoring tools and techniquesExperience with one or more general purpose programming languages and/or automation scripting such as SQL, Python, Java, or SplunkExpertise with Incident Management tools such as ServiceNowExperience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkPrevious experience managing Major Incidents in a large environmentProficient knowledge and understanding of Incident Management practices, skills, and toolsBroad understanding of technology frameworks across mainframe, midrange and distributedAbility to support others across all contributing teams and disciplinesAbility to foster relationships from both a business and technical perspective including with senior Technology and Business management

Preferred qualifications, capabilities, and skills

Practical experience with public cloud, preferably with AWSITIL training and certification preferredProficient knowledge of Financial Services industrySix Sigma training is a plus