Technology Support II

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 & 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

• End-to-end support for application + infrastructure flows; execute operational policies/procedures to ensure uptime and stable business operations.
• Monitor production for anomalies, respond to alerts/events, and continuously improve observability (e.g., Geneos and broader APM/telemetry stack) to detect issues earlier and reduce MTTR. Own major incidents end-to-end (triage, escalation, comms, restoration). Drive trend analysis and structured problem management across full stack.
• Perform post-incident root cause analysis, track preventative actions, and implement permanent fixes to improve reliability.
• Build scripts/tools to reduce manual toil (health checks, remediation, deployment support), improve consistency, and enable self-service/self-healing where possible.
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
• Develop deep expertise in key apps/systems; document and share best practices across teams/regions.
• Run service reviews, act as escalation point, coordinate with dev/infrastructure/vendor partners, and support/coordinate production deployments.

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
• Experience supporting Kubernetes/containerized workloads on AWS.
• Hands-on incident response, on-call readiness, change control discipline, operational risk awareness, and measurable reliability outcomes (uptime, latency, error rates, MTTR). Databases (working knowledge/support): Oracle, Cassandra, PostgreSQL, CockroachDB, MongoDB. Scripting/automation: Shell, Python.
• Ability to build utilities and automation for operational workflows. Observability/Telemetry tools: Splunk, Dynatrace, Grafana, Datadog, ITRS Geneos (monitoring, alerting, dashboards, log/metric/trace triage) and Schedulers: Control‑M, Autosys (operational support and troubleshooting).
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework