Technology Support Lead

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support lead in Corporate Technology, you will ensure the operational stability, availability, infrastructure mgmt. 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. 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.

Job responsibilities

• Provides end-to-end application and 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
• Execute policies and procedures that ensure operational stability and availability
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Design system automation, build helpers and tools to reduce the human toil of application support
• 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

• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.

• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations 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 ensuring outcomes align to operational, security, and auditability expectations.

• Experience in observability and monitoring tools and techniques, setting them up for large scale applications and services.
• Incident management – experienced in production incident management, root cause analysis (RCA) and related follow ups to ensure closure of the issue
• Role implies collaboration with all levels of seniority including the developers, business users and global production management teams.
• Hands on experience on scripting language, any programming language and debugging for production issue and system automations.
• Hands on experience with private/public cloud, Kubernetes or equivalent.
• Strong understanding of infrastructure costing, with the ability to apply tuning mechanisms that optimize both performance and cost efficiency.
• Experience with ServiceNow platforms

Preferred qualifications, capabilities, and skills

• Understanding of software life cycle development
• Knowledge of document management system