ITSM 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 Community & Investment Bank Payments Technology, you will play a leadership role in Problem management ensuring the operational stability, availability, and performance of our production services. Critical thinking, analytical reasoning to prevent incident themes recurrence 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 also drive the successful delivery of complex technology projects and programs that will help reaching business goals across the firm and reduce or prevent recurring problem themes based on incident root cause analysis drivers and actions.

Job Responsibilities

• Strong hands-on experience in driving Root Cause Analysis (RCA) for incidents, ensuring thorough investigation and resolution, addressing system gaps, implementing preventive measures and reporting summaries to executive, technical and client or business stakeholders.
• Collaborates closely with Production Management engineering team with a SRE mindset to ensure operational readiness (SLIs SLOs, monitoring, alerting, on call readiness, incident learnings) and that reliability, resiliency, and performance criteria are met
• Drive solutions and process improvements that reduce incident and issue themes recurrence based on thorough thematic analysis, enhance service resilience, increase problem resolution rates and apply lessons learned across technology teams at scale.
• Collaborate with Development and Support teams to analyze, review, and facilitate changes or efforts to reduce Client impact, impact duration or Mean Time to Recover (MTTR) and mitigate operational risks in Production environments.
• Uses enterprise-authorized AI capabilities within the work environment to accelerate problem analysis, program planning and risk synthesis (example consolidating inputs into integrated plans, RAID, and executive-ready updates), validating outputs, driving data-driven insights and handling data according to sensitivity requirements
• Close out Problem Tickets and Defects linked to problem tickets, record impacts in ServiceNow records ensuring timely and effective resolution.
• Engage in technical conversations with Production Management and Applications teams, providing insights and questioning to drive improvements and enhance system stability and resiliency, leveraging industry best practices.
• Preparing for and support internal and external audits with comprehensive ITSM evidence and ensure adherence to regulatory standards, separation of duties, and firmwide policies
• Influence and drive best practices in Service Management, ensuring smooth transitions and minimal disruptions work with firmwide and cross line of business teams
• Monitor, prepare and present monthly metrics reports including key risk indicators, operational and compliance metrics on Problem Management, Change Management, Defect Management, and ITSM processes to stability stakeholder forums

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated proficiency in SRE and ITSM processes, including Problem Management, Defect Management, and Change Management
• Experience building relationships from both customer and technology perspectives in a global organization with proven ability to influence stakeholders across cross-functional teams and drive results. Excellent problem-solving skills and proven ability to drive thorough Root Cause Analysis.
• Strong decision-making capabilities and proven ability to identify problems and recommend solutions
• Experience developing solutions using Python for problem management automation and utilizing AI and machine learning solutions to improve decision-making.
• Ability to review large volumes of data, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Strong oral and written communication skills, including the ability to engage in technical discussions, provide clear insights and effectively communicate with senior management during incidents, changes, and problem reviews
• Ability to establish, maintain strong relationships partnerships across various internal and external business partners
• Demonstrated ability to multitask and prioritize in high-pressure environments; results-oriented.
• Experience in preparing and presenting service level management and operational metrics reports to diverse and senior stakeholder forums
• Ability to work independently and collaboratively as well as remain calm and focused in a fast-paced environment

Preferred qualifications, capabilities and skills

• Experience developing solutions using Python for problem management automation and utilizing AI and machine learning solutions to improve decision-making.
• Ability to review large volumes of data leveraging technology and AI tools, provide direction, drive thematic driven proactive problem management and communicate data-driven insights effectively to inform strategic decisions.
• Experience in preparing and presenting service level management and operational metrics reports to diverse and senior stakeholder forums