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

As a Technology Support III team member within the Consumer and Community Banking Advisors team, 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

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 the monitoring of production environments for anomalies and address issues utilizing standard observability tools Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure Use your technical knowledge and exemplary customer service skills to resolve technology issues raised via email and ServiceNow query system Leverages basic technology skills (reading logs, basic sql) and works closely with Level 3 system-facing teams to manage resolution of application issues. Supports the technology agenda and act as brand ambassador for Technology Service Delivery and the Technology Franchise. Liaising with Technology project managers/business analysts on assigned topics to understand technology, conduct knowledge transfer sessions, and ensure team knowledge is current Improve the quality of service and proactively contribute to the enhancement of the user experience Manages the relationship throughout the resolution process with regular end-user updates Supports application systems in operation, including tasks related to identifying and troubleshooting of application and data issues, including resolution or escalation of issues.

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 Experience in observability and monitoring tools and techniques Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework Accountable for issue resolution, provide insights to technology and product teams on improvement opportunities Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date Working Business Analyst experience Require AWS Practitioner or higher Certification to demonstrate proficiency to demonstrate knowledge of applications or infrastructure in a large-scale technology environment both on premises and public clouds Exemplary customer service, organizational and disciplined time management skills that render positive results Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative Customer focused and service oriented, with the ability to deliver user engagement training of applications during troubleshooting sessions

Preferred qualifications, capabilities, and skills

Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud Experience with visualization tools (Tableau, QlikSense, etc.) Wealth management business knowledge Agile Project Lead experience Detail oriented with superior written, verbal, analytical and problem solving skills Ability to provide organized and clear documentations. Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions