Technology Support II, Digital Enablement Production Management

Job Description :

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II in the Commercial and Investment Banking Technology Digital Enablement team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job Responsibilities

• Analyze, troubleshoot, and monitor production application and infrastructure flows to maintain availability, performance, and end-to-end service delivery using standard observability tools.
• Use enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Manage production incidents and service interruptions, coordinating investigation, escalation, resolution, and stakeholder communication across technology and business teams.
• Improve operational stability and availability through problem management, trend analysis, automation, and identification of recurring issues and single points of failure.
• Support application and infrastructure services across cloud, containers, Linux, web, database, network, security, identity, and messaging technologies.
• Create and maintain monitoring, alerts, dashboards, KPIs, and operational reporting to identify service health, performance, and stability trends.
• Apply reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
• Support application onboarding and operational readiness, including dependencies, monitoring, support documentation, and production support requirements.
• Support change, capacity, resiliency, DR/SR/HA activities and maintain operational runbooks and recovery procedures.

Required qualifications, capabilities, and skills

• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts with at least 2+ years of experience or equivalent expertise.
• Bachelor's degree in Computer Science or other related disciplines
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.
• Experience supporting applications or infrastructure in large-scale, business-critical technology environments.
• Working knowledge of Linux and scripting using Python, Unix Shell, Perl, or equivalent technologies.
• Knowledge of web/application and database technologies such as Apache, Tomcat, Java, Oracle, MS-SQL, and Cassandra.
• Understanding of cloud, containers and messaging technologies such as AWS, Docker, Kubernetes, Kafka, Solace, and UMMQ.
• Understanding of networking, load balancing, firewalls, proxies, internet security, and multi-tier application architectures.
• Experience with observability and service-management tools such as Geneos, Splunk, Dynatrace, Grafana, ThousandEyes, and ServiceNow.
• Familiarity with SRE and ITIL practices, supported by strong troubleshooting, communication, collaboration, and problem-solving skills.

Preferred qualifications, capabilities, and skills

• Experience supporting complex cloud, SaaS, and internet-facing applications and troubleshooting issues across multiple technology layers.
• Familiarity with identity management, authentication technologies and protocols, and browser-based troubleshooting using Chrome/Chromium developer tools.
• Experience with application resiliency, recovery, high availability, and operational supportability practices.
• Experience using automation, operational analytics, and service trends to improve application stability and support processes.
• Strong ability to work across application development, infrastructure, operations, business, and third-party teams to resolve complex technology issues.