Job Description :
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 Data & Analytics Service,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 tech support teams to deliver end-to-end application and infrastructure services for business operations.
- Assess issue impact, determine priority, and seek rapid solutions or workarounds for every incident.
- Investigate raised issues by researching similar incidents, learning data models, and checking logs.
- Troubleshoot application problems using technology skills and collaborate with partner teams for resolution.
- Leverage analytics and reporting tools to identify issue trends and propose solutions.
- Document inquiries, troubleshooting steps, and resolutions to share knowledge with the team.
- Own issues fully, escalate to support and SRE teams when necessary, and ensure resolution.
- Update users on issue impact and remediation progress, and follow up with development teams for defects.
- Organize meetings with users to understand challenges in using technology services.
- Provide feedback and reports to tech teams and product owners, helping prioritize fixes and liaising with end-users.
Required qualifications, capabilities, and skills
- Bachelor's Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- Minimum 5+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
- Manage applications or infrastructure in large-scale environments, both on premises and public cloud.
- Lead tech support teams with proven experience in team management.
- Utilize observability and monitoring tools and techniques proficiently.
- Execute ITIL framework processes effectively within technology operations.
- Focus on customer needs with a proactive, service-oriented mindset.
- Demonstrate discipline, process orientation, and strong attention to detail.
- Exhibit outstanding ownership, dedication, and accountability in all responsibilities.
- Apply analytical, validation, and data reporting skills to solve problems.
- Leverage knowledge of banking products, programming languages, ticketing systems, and change management practices.
