Technology Support II - Production Management

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 Corporate Investment Bank, 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 and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm Improve operational stability and availability through participation in problem management Monitor production environments for anomalies and address issues utilizing standard observability tools Assist in the escalation and communication of issues and solutions to the business and technology stakeholders Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure Engage with Agentic agent functionality that is built to solve issues systemically while allowing tracking of the issues Promote documentation for solutions that agentic agents can respond with to for self-identified processing issues Required qualifications, capabilities, and skills 2+ years of experience 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 Strong written communication skills along with capabilities to write technical documentation for simple use Strong partnership skills with understand of escalation management across partner relationships Preferred qualifications, capabilities, and skills Knowledge of one or more general purpose programming languages or automation scripting Desire to grow and learn in the AI space as the business grows Knowledge of Geneos, Splunk, and Dynatrace Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX Processing, Push to Card, and eWallet