Technology Support III

The Commercial and Investment Banking Technology - Risk Central Production Management team consists of technical & initiative-taking professionals who passionately care about the stability of applications and provide out-of-the-box solutions for their betterment. The team manages strategic initiatives across the Risk Central application for multiple Lines of Business such as DevOps, Cloud adoptability, automation, capacity management, resiliency, hygiene, and more.

As a Technology Support team member, 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, leading to a seamless user experience.

Job Responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm.
• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability.
• Assists in monitoring production environments for anomalies and addresses issues utilizing standard observability tools.
• Identifies issues for escalation and communication, and provides solutions to the business and technology stakeholders.
• Analyzes complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Manages production technology incidents to resolution, ensuring timely engagement, escalation, and effective communication to business, technology, and vendor partners.
• Documents technical procedures, best practices, and solutions for future reference.
• Functions as a key contributor in the continued development of tools, frameworks & techniques to improve productivity, stability, quality, and promote automation.
• Monitors and improves monitoring of the application suite and proactively fixes potential issues.
• Works on a daily shift starting at 6:30 AM SGT and participates in weekend activities like weekend checks and resiliency tests.

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree in Computer Science or equivalent experience.
• Minimum 3 years of experience in a technical support role or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud.
• Experience in observability and monitoring tools and techniques.
• Exposure to processes in scope of the ITIL framework.
• Ability to understand the demanding nature of the trade floor, or eagerness to experience it.
• Excellent critical thinking skills and ability to troubleshoot complex technical issues.
• Strong communication and people skills, with ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a challenging environment.
• Strong organizational skills and diligence.

Preferred Qualifications, Capabilities, and Skills

• Experience with one or more general-purpose programming languages and/or automation scripting (Python preferred).
• Working understanding of public cloud (AWS preferred).
• Experience supporting business users within the financial services or investment banking industry.
• Experience with Python, Unix, SQL queries, Geneos, Splunk, Datadog, Grafana.
• Knowledge of Big data technologies is a plus.