Technology Support Lead, Major Incident Manager

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.
As a Technology Support Lead in Infrastructure Platforms (IP), 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.
The role will require coverage on a shift basis including weekends.
Job responsibilities
- Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
- Execute policies and procedures that ensure operational stability and availability
- Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools
- Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
- Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Own and drive incident calls collaborating with technical resolvers, production management, application development, line of business incident managers and senior leadership with the goal of reducing and mitigating impacts to the firm
- Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Contribute ideas to evolve our processes, working practices and stakeholder relationships
- Establish strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues
Required qualifications, capabilities, and skills
- Formal training on certification on relevant concepts and 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Bachelor's degree in Computer Science or equivalent
- Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Proficient in observability and monitoring tools and techniques
- Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Ability to multitask in a fast-paced environment utilizing multiple tools
- Ability to exercise sound judgment and decision-making under pressure
- Proven ability to collaborate and build relationships with other leaders to advocate for the needs of the organization
- Proven analytical, problem solving, coaching and situational leadership skills
- Excellent verbal and written communication and able to engage senior stakeholders with appropriate levels of detail
- Demonstrate sound knowledge of Financial Services technologies and business flows
Preferred qualifications, capabilities, and skills
- Working knowledge in one or more general purpose programming languages and/or automation scripting
- Knowledge of ServiceNow, AWS &
Azure Cloud Technologies
- ITIL Foundation Certified
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