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Technology Support III - Incident and Problem Manager
mid · Technology / Software Development
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III – Incident & Problem Manager in Employee Platforms Production Management, you will own and drive incident calls collaborating with technical resolvers, production management, application development. 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
- Analyze and troubleshoot production technology flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements
- Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues
- Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Improve operational stability and availability through chairing the problem/RCA calls
- Candidate has to work on weekends, public holidays on rotation basis during the APAC hours.
- Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations
Required qualifications, capabilities, and skills
- Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support 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 following operational and security expectations
- 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
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud