Technology Support Lead

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate technology team, CTO office, you will ensure the operational stability, availability, application support mgmt. and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions and user support requests for Engineers Platform & Services leading to a seamless user experience. Critical thinking while resolving day-to-day user support and incident management 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.

Job responsibilities

• Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Proactively monitor production environments for anomalies, mitigate issues, and drive evolution and utilization of standard observability tools leading to improving MTTD/MTTR.
• 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.
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Collaborates with engineering, product, security, and business teams to align production management initiatives with organizational goals.
• Establishes and monitors key performance indicators (KPIs) for production systems, driving proactive incident management and root cause analysis.
• Collaborates with technical experts, key stakeholders, and team members to resolve complex problems.
• Champions automation and DevOps practices to streamline operations and reduce manual intervention and toil.
• Understands service level indicators and utilizes service level objectives to proactively resolve issues before they impact customers
• Stays abreast of industry trends and emerging technologies, recommending enhancements to production management practices

Required qualifications, capabilities, and skills

• 8+ years of professional experience in a large-scale technology enterprise or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands-on Experience working with CI/CD tools s in a globally distributed hybrid environment (Cloud & On-premise) using Git/BitBucket/Github, Artifactory, Jenkins etc.
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses and engage with AD teams.
• Experience with Unix/Linux platform, cloud platforms such as AWS, Azure, or GCP.
• Support knowledge of containerization & orchestration technologies: ie: Dockers and Kubernetes.
• In-depth knowledge of monitoring and observability tools such as Geneos, Dynatrace, Grafana, Elasticsarch, and Splunk, including configuration, integration, and analysis of application and infrastructure metrics.
• Demonstrated success in leading large-scale, complex production environments in a fast-paced organization.
• Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform.
• Familiarity with container and container orchestration such as ECS, Kubernetes, Docker and Cloud Foundry.
• Proficient in at least one programming language such as Python, Java/Spring Boot, .Net, etc.

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Practical experience with supporting/building public cloud, Kubernetes and Docker.