Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support Lead in Corporate Technology, Corporate Data and Analytics Services (CDAS), 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

Lead the technology support team that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm Provide technical and functional support to all end users within CDAS Investigate and troubleshoot issues using technology skills (like logging systems, databases) and working closely with partner teams to manage resolution of application issues Leverage data analytics and reporting skills (Qliksense, Tableau, Alteryx, ServiceNow, etc) to identify issue trends and solutions to top-talkers Organize meetings with the users to understand the issues they are facing when using our technology services Provide feedback and reports to technology teams and product owners on application requirements, to help prioritize fixes and liaise with end-users for acceptance after researching and diagnosing bugs Manage projects and drive application onboarding with sense of urgency Execute policies and procedures that ensure operational stability and availability Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
 

Required qualifications, capabilities, and skills

Bachelor’s Degree in Computer Science / Information Systems / Engineering or related disciplines At least 5 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud Experience in leading technology support teams Proficient in observability and monitoring tools and techniques Strong communication skills (both written and verbal) Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times Experience with ticketing systems, such as ServiceNow and Jira Service Desk Experience with database queries  Awareness and exposure to change management methodologies and best practices Awareness and exposure to systems development practices and methodologies
 

Preferred qualifications, capabilities, and skills

Working knowledge in one or more general purpose programming languages and/or automation scripting, plus an interest in learning other coding languages and skills as needed is preferred Practical experience with public cloud Knowledge of banking products and interest in the finance world