Technology Support II - ITIL Framework

Job responsibilities Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools 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 Collaborates closely with Payment Technology Development, Operations, and relevant Business teams Coordinate incidents/issues and help lead them to effective and efficient resolution within defined SLA/SLO Organize and distribute team workload to help achieve various service levels Documents and shares subject matter expertise within our team and organization via internal forums and communities of practice Required qualifications, capabilities, and skills 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud Experience in observability and monitoring tools and techniques Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework Proficiency in SQL and understanding of relational database concepts Familiarity with Unix/Linux operating systems and shell scripting Understanding of data structures, algorithms, and performance optimization principles Excellent verbal and written communication skills to communicate to wide audiences, including senior leadership Preferred qualifications, capabilities, and skills Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud (AWS) Previous experience working banking or finance industry Experience building/configuring observability in tools such as Dynatrace, Datadog, Grafana, etc.