Technology Support Lead

As a Technology Support Lead within Global Banking Technology, you will lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm. 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.

You will be responsible for building strong working relationships with internal Clients and Businesses stakeholders to effectively provide support for critical issues impacting revenue.

Job responsibilities

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm

• Key to this role is the ability to anticipate and mitigate problems prior to their occurrence.

• Execute policies and procedures that ensure operational stability and availability

• Monitor production environments for anomalies, address issues, and drive evolution of utilization of standard observability tools so you can identify and recommend new ideas for process improvement

• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration

• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

• Drive Global Banking Service Improvement Initiatives within the respective regions and location(s)

• Review Technology Roadmaps with local leadership

• Identify and coordinate resources for 3rd Level Support for Escalations.

• Build consensus between the technical and business teams and bring open issues to resolution

Required qualifications, capabilities, and skills

• Significant experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services with workplace technologies

• 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

• AI skills / integration - familiar with Co Pilot / LLM suite

• Strong communication skills (written and verbal) and strong client engagement skills

• Proven ability to translate technical concepts to a non-technical audience and vice versa

• The ability to work independently and in a team environment, strong organizational and interpersonal skills

• Strong analysis and troubleshooting skills

• Strong technical skills with advanced level proficiency in Word, Excel and PowerPoint, MS Teams, OneNote, OneDrive, etc.

Preferred qualifications, capabilities, and skills

• Extensive experience with Workplace Technologies

• Advanced business application and business process knowledge would be beneficial