Technology Support III- Production/Application Support

Propel operational success with your expertise in technology support and a commitment to continuous improvement.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 responsibilitiesProvides end-to-end application or infrastructure service delivery to enable successful business operations of the firmSupports the day-to-day maintenance of the firms systems to ensure operational stability and availabilityAssist in the monitoring of production environments for anomalies and address issues utilizing standard observability toolsIdentify issues for escalation and communication, and provide solutions to the business and technology stakeholdersAnalyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructureMonitor application health and performance using Dynatrace, Splunk, Grafana, and Apica set up dashboards, alerts, synthetic tests, and SLOs.Perform root cause analysis, create post-incident reviews, and implement preventive measures and runbooks.Partner with engineering teams on releases, capacity planning, and performance tuning validate changes in lower environments before production rollouts.Participate in on-call rotations and support after-hours incidents, ensuring robust communication and escalation.Maintain documentation (runbooks, SOPs), and contribute to continuous improvement of support processes and tooling.Required qualifications, capabilities, and skillsRequired qualifications, capabilities, and skillsFormal training or certification on Technology Support concepts and 3 years applied experienceHands on experience or equivalent expertise troubleshooting, resolving, and maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkServiceNow experience (required)Hands-on with observability and monitoring tools and techniques (Graffana, Splunk, Apica)Preferred qualifications, capabilities, and skillsExperience with one or more general purpose programming languages and/or automation scriptingWorking understanding of public cloudServiceNow CSA certification (preferred)Willing to work weekend shifts and work early IST shifts starting at 4:30 AM on a rotational basis