Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As a Technology Support II team member in Corporate Technology, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Support and aid in the day to day management of our production instances of Service Now.
• Install/upgrade/manage APIs for the various systems that interact with Service Now.
• Improving performance and configuration by utilizing Service Now best practices and work closely with Product owners, Developers and Support teams for Critical applications.
• Troubleshoot complex code issues and suggest or provide solutions. Automate, monitor and maintenance of systems in a distributed, enterprise environment.
• Ensure environment performance, reliability and availability. Exploring new technologies to optimize the delivery and reliability of automation.
• Interfacing with internal customers, inputting into technical solutions, advising on best practice and validating new implementations.
• Developing and promoting standard operating procedures and creating processes and tooling for operation efficiency and provide off hours support (on a rota-basis) as part of the team on-call rotation that includes one weekend a month.

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience in a production / application support engineering role.
• Experience of production management monitoring tools – e.g. Splunk, Grafana, APICA, etc.
• Experience with web front end development frameworks such as JavaScript, Python, JQuery, etc.
• Experience administering application servers, web servers, and databases. Experience working in an Agile development environment.
• Able to prioritize and manage workload and communicate issues clearly. Strong sense of ownership and pride in the work you do – taking accountability for the accuracy and completeness of assigned work and results.
• Strong analytical and problem-solving skills.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Knowledge of the Service Now platform; Service Now Certified System Administrator is preferred but not essential.
• Effective verbal and written communication skills. Strong improvement mindset.