Technology Support III - Incident Manager

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Employee Platforms Production Management, 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, escape? (message truncated) (See below for corrected text.)

Job responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Participate in incident response activities by gathering facts, assessing impact, documenting timelines, coordinating updates, and helping drive service restoration.
• Execute assigned incident, problem, and change management procedures in alignment with operational, resiliency, audit, and control expectations.
• Contribute to post-incident review, root cause analysis, action tracking, and recurrence prevention by documenting findings, validating evidence, and following through on assigned remediation items.
• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure
• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• A. 3+ 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 support 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 following operational and security expectations.
• 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

Preferred qualifications, capabilities, and skills

• Prior experience or expertise troubleshooting, resolving, and maintaining information technology services in a production or enterprise technology environment.
• Strong critical thinking skills, including the ability to separate symptoms from root causes, ask effective questions, assess evidence, and make sound recommendations.
• Demonstrated problem-solving ability with a practical, organized approach to diagnosing issues, documenting findings, and following through to resolution.
• Comfort with public speaking, facilitation, and presenting technical or operational updates to groups in a clear, concise, and professional manner.
• Curiosity, accountability, composure under pressure, attention to detail, and willingness to learn from incidents, peers, and operational feedback.
• Working knowledge of incident, problem, and change management concepts, including escalation, impact assessment, post-incident review, and remediation tracking.