Technology Support III - Incident and Problem Manager

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III – Incident & Problem Manager in Employee Platforms Production Management, you will own and drive incident calls collaborating with technical resolvers, production management, application development. 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 • Analyze and troubleshoot production technology flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm. • 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 • Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues • Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences • Improve operational stability and availability through chairing the problem/RCA calls • Candidate has to work on weekends, public holidays on rotation basis during the APAC hours. • 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 • Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines • 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 • Experience with one or more general purpose programming languages and/or automation scripting • Working understanding of public cloud