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

As a Technology Support III team member in Asset and Wealth Management Technology Service Delivery Team, you will ensure the operational stability, availability, and performance of our production application flows throughout the Asset Management business. 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

• Provide technical and functional support to all our end users within Asset Management.
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs.
• 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. Understand the impact of issues, assess priority and successfully identify solutions and workarounds.
• Keep the user updated with the impact and remediation progress of the issue and follow up with the development teams for defects.
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Manage projects and drive application onboarding with sense of urgency.

Required qualifications, capabilities, and skills

• Formal training or certification on technology support concepts and proficient applied experience
• Knowledge of or experience with data analytics and reporting platforms (Qliksense, Tableau, Alteryx, ServiceNow, etc)
• Experience with Splunk and SQL in order to troubleshoot and resolve issues
• Exposure to AI/ML capabilities in the context of technology support
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk
• Experience with database queries
• 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
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Demonstrated stakeholder management experience and well-developed written and verbal communication skills
• Expresses an interest in upskilling in new programming language and other technology skills as required