Technology Support III

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

As a Technology Support III in the Employee Platform Employee Experience Technology team, you will be instrumental in maintaining the operational stability, availability, and performance of our production application flows. Your skills will be essential in troubleshooting, maintaining, and resolving production service interruptions across both internally and externally developed systems, ensuring a seamless user experience and promoting a culture of continuous improvement. In this dynamic role, you will have the chance to delve into the analysis, optimization, automation, and modernization of our cloud infrastructure, where our applications are hosted, propelling innovation and efficiency in our technological landscape.

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
• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Monitor production environments for anomalies and address issues utilizing standard observability tools.
• Work closely with the Software Engineering and Product teams/other stakeholders to understand issues, drive resolutions, and stability enhancements of the applications, leading to improvement in operational stability, performance, and availability.
  Create, continuously improve, and maintain real-time monitoring dashboards to ensure system operability and performance.
• Identify trends and assist in the management of incidents, problems, and changes in support of full-stack technology systems, applications, or infrastructure.

Required qualifications, capabilities, and skills

• Formal training or certification applied experience 3+ years of 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
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Understanding of networking concepts and troubleshooting.
• Knowledge of source code management tools like Git, Bitbucket, and CI/CD tools like Jenkins.
• Knowledge of scheduling tools (Autosys, Control M)
• Possesses a continuous improvement mindset.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Proficiency in AWS, Kubernetes, and Terraform. Experience with database technologies, including the ability to develop and execute SQL queries. Familiarity with creating alerts and dashboard monitoring using tools like Splunk, Dynatrace, Datadog, and Grafana.
• Experience or knowledge of working in a DevOps/SRE model is advantageous. Experience with ServiceNow is preferred.