Technology Support II, Major Incident & Problem Management Associate

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 International Consumer Banking, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. You will respond to and manage high-impact incidents, ensuring timely resolution and transparent communication with stakeholders, while supporting the Problem Management lifecycle to minimize repeat incidents and enhance operational resilience.

Job Responsibilities

• Respond to incident escalations from squads, vendors, and business operations, taking ownership of the incident management process and driving it through to resolution.
• Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts.
• Maintain authoritative incident timelines throughout the lifecycle of each major incident.
• Communicate incident status, resolution, and impacts clearly to internal and external stakeholders.
• Facilitate timely communications with customers using our communication tools.
• Support the Problem Management lifecycle by assisting with root cause analysis documentation and helping ensure corrective action plans progress to closure.
• Partner with engineering, SRE, operations, risk, compliance, and vendor teams to support long-term solutions.
• Support weekend coverage as part of a rotating shift-based schedule.

Required Qualifications, Capabilities, and Skills

• Bachelor’s degree in computer science, Cybersecurity, Data Science, or related disciplines
• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Experience managing incidents in high-availability, high-transaction environments.
• Strong real-time communication skills under pressure, including the ability to convey technical information clearly to diverse audiences.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
• Ability to triage and manage multiple simultaneous incidents, prioritizing by impact.
• Familiarity with Information Technology Infrastructure Library (ITIL) framework practices, especially Incident, Problem, and Change Management.
• Ability to work methodically and calmly under pressure, collaborating to deliver optimal outcomes.
• Proficiency with collaboration and workflow tools such as Jira, Confluence, and customer communication tools.
• Working knowledge of IT Service Management platforms like ServiceNow.

Preferred Qualifications, Capabilities, and Skills

• Prior experience in Major Incident Management or Command Centre operations.
• Exposure to root cause analysis methodologies and evidence-based analysis.
• Strong analytical and critical thinking skills.