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

As a Major Incident - Technology Support III team member in Consumer & Community Banking, Mission Control, 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

Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios. Adherence to critical process and procedure, and appropriate escalations in support of production incidents Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences Ensure incident data is accurately captured and documented Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

3+ years of experience 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 Relevant Incident management experience in an enterprise scale environment Experience in Executive Presence, including the ability to summarize, recommend, and present issues and solutions to Senior Managers and Executive Leadership as needed Possess critical thinking and troubleshooting skills Strong ability to think and act independently to resolve production issues with a sense of urgency and agility Proven experience of achieving goals in a high-performance environment Advanced analytical skills Ability to multitask, work collaboratively in teams and develop meaningful relationships to achieve common goals Experience in observability and monitoring tools and techniques Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scripting