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Technology Support III - Front-Office Production Support
mid · Technology / Software Development
Propel operational excellence by applying deep technology support expertise and a strong commitment to continuous improvement.
This Production Support role requires close partnership with the trading desk. As a Technology Support III team member within the Commercial & Investment Bank (CIB) — Equities Prime Financial Services Production Management team, you will help ensure the operational stability, availability, and performance of critical production application flows. You will promote a culture of continuous improvement by troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across internally and externally developed systems—delivering a seamless user experience.
Job responsibilities
- Provide end-to-end application support for trading applications used by business users (traders), ensuring day-to-day reliability, stability, and availability
- Leverage enterprise-authorized AI capabilities in the workplace to accelerate user requests, incident triage, and other daily operational workflows
- Support monitoring of trading applications in production for anomalies; investigate issues using standard observability tooling; identify when to escalate; and communicate clearly while proposing solutions to business and technology stakeholders
- Evaluate complex situations and trends to proactively anticipate and resolve issues, while supporting incident, problem, and change management across full-stack technology systems, applications, and infrastructure
- Apply reuse-first, AI-assisted practices within incident/problem/change routines to detect recurring interruption patterns and support validated remediation actions aligned with resiliency and security expectations
Required qualifications, capabilities, and skills
- 5+ 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 workflows, with strong validation habits and awareness of data sensitivity
- Proven ability to review and validate AI-assisted incident recommendations prior to action, escalating when uncertain and adhering to operational and security expectations
- Experience operating within an ITIL process framework
- Hands-on experience in technical support and application support
- Strong communication skills with the ability to collaborate effectively across diverse, global teams
- Advanced and demonstrated problem-solving and analytical skills, with a strong passion for technology
- Ability to perform under pressure and deliver outcomes on time
- Proactive, adaptable, independent, and self-managing, with proven capability to lead a project or initiative
- Ability to adjust effectively to changing work requirements, roles, and responsibilities
Preferred qualifications, capabilities, and skills
- Bachelor’s degree in Computer Science or a related field, or equivalent practical experience
- Proficiency in Unix, SQL, scripting, and Python
- Exposure to and/or experience supporting cloud-based technology solutions
- Experience using AI to automate and streamline daily operational tasks
- Exposure to monitoring tools such as Geneos, Dynatrace, Grafana, and Splunk
- Experience with or understanding of financial markets and trading systems is a plus