Job
Description
As a Technology Support III team member in Infrastructure Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. 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 Provides end-to-end application or 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 Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure Drive the creation, analysis, opportunity identification, reporting, and tracking of Improvement initiatives related to key performance and stability metrics Leverage reporting tools to extract, massage and generate reports that provide actionable findings Effectively use Data Visualization techniques to enhance translation of data and findings into understandable documents. Effectively present conclusions and recommendations to all levels of management. Gather the business/functional requirements and develop the technical specifications for the data analysis Conduct data analyses leveraging various analytical tools Required qualifications, capabilities, and skills Formal training or certification on Technology Support concepts and 3+ years of applied experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services 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 Experience in developing code to extract, manipulate, report and analyze data to identify themes / conclusions Proficiency in atleast 1 reporting / dashboard tool i.e., Cognos, Tableau, Qlikview, Alteryx Advanced knowledge of Excel (pivot tables, charting, macros, calculations), Microsoft PowerPoint, Microsoft Word, IE (and other browsers e.g., Firefox), Preferred qualifications, capabilities, and skills Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud Having knowledge of ServiceNow change, incident, and problem management would be beneficial.
