Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Infrastructure Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
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
- Monitor application health and performance using Dynatrace, Splunk, Grafana, and Apica set up dashboards, alerts, synthetic tests, and SLOs.
- Perform root cause analysis, create post-incident reviews, and implement preventive measures and runbooks.
- Partner with engineering teams on releases, capacity planning, and performance tuning validate changes in lower environments before production rollouts.
- Participate in on-call rotations and support after-hours incidents, ensuring robust communication and escalation.
- Maintain documentation (runbooks, SOPs), and contribute to continuous improvement of support processes and tooling.
Required qualifications, capabilities, and skills
Required qualifications, capabilities, and skills
- Formal training or certification on Technology Support concepts and 3+ years applied experience
- Hands on 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
- ServiceNow experience (required)
- Hands-on with observability and monitoring tools and techniques (Graffana, Splunk, Apica)
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
- ServiceNow CSA certification (preferred)
- Willing to work weekend shifts and work early IST shifts starting at 4:30 AM on a rotational basis
