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, elevate, 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.

• 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.

• 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 Service Now platforms

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