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 team member in Commercial and Investment Banking (CIB) Technology, Payments 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
- Monitor production systems for availability, performance, and reliability.
- Respond to and resolve incidents, ensuring minimal impact to business operations.
- Perform root cause analysis and implement corrective actions to prevent recurrence.
- Set up, maintain, and improve monitoring, alerting, and logging systems.
- Tune alerts to reduce noise and ensure actionable notifications.
- Develop and maintain automation scripts and tools to streamline operational tasks.
- Automate repetitive manual processes to improve efficiency and reduce errors.
- Participate in change management processes, including deployment, rollback, and validation of production changes.
- Ensure all changes are documented and follow organizational standards.
- 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
Required qualifications, capabilities, and skills
- Bachelor's degree in Computer Science or equivalent experience
- Formal training or certification on technology support concepts and 2+ years of experience in a technical support role or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Familiarity with 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
- Working understanding of public cloud
- Has good experience with message driven software patterns (Kafka, MQ) and big data technology ( Hdfs, Hive, Hbase, Spark, Impala, Zeppelin, Jupyter, Cassandra, Elasticsearch, etc.)
