Technology Support Lead - MQ Series

Job Description

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in Infrastructure Platform (IP) you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. 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.

• Applies technical expertise and problem‑solving methodologies to projects of moderate scope
• Drives a workstream or project consisting of one or more infrastructure engineering technologies
• Works with other platforms to architect and implement changes required to resolve issues and modernize the organization and its technology processes
• Executes creative solutions for the design, development, and technical troubleshooting for problems of moderate complexity
• Strongly considers upstream/downstream data and systems or technical implications and advises on mitigation actions
• Operate and support IBM MQ environments across development, testing, and production, ensuring service availability, stability, and compliance with internal standards.
• Support resilience objectives via disaster recovery planning, sustained resilience coordination, and testing/validation activities. Apply reliability engineering practices: define and improve service health indicators, operational thresholds, and actionable alerting to reduce noise and improve time‑to‑detect/time‑to‑recover.
• Maintain clear operational runbooks, standards, and controls that enable consistent execution across a geographically distributed operations model.
• Reduce toil through automation, including scripted remediation, self‑service operational workflows, and repeatable change execution (e.g., certificate lifecycle, configuration validation, routine health checks).
• Institutionalize post‑incident learning: contribute to blameless reviews, ensure corrective actions are tracked to closure, and verify effectiveness through measurable outcome improvements.
• Provide technical guidance and responsive support to application teams integrating with MQ, including connection patterns, security constraints, and operational best practices.

• 5+ 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
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Demonstrated, hands‑on experience operating middleware in enterprise production environments, including IBM MQ administration and incident response in secure environments.
• Strong problem determination skills, structured troubleshooting approach, and ability to perform under time pressure while maintaining operational discipline.
• Working knowledge of Unix and/or Windows system administration, including process, file system, certificate stores, and basic networking fundamentals relevant to MQ connectivity.
• Strong written and verbal communication skills with the ability to coordinate across distributed teams and manage customer expectations.

• Working knowledge in one or more general purpose programming languages (preferred Python and/or Java and/or automation scripting)
• Practical experience with public cloud

• This role participates in a 24x7 follow‑the‑sun operating model with a global team across different APAC, EMEA and NA regions and requires working a defined shift pattern.
• The specialist will support on‑call and/or escalation coverage as required to meet service reliability objectives, including incident response for high‑severity events and coordination during maintenance or resilience testing windows.