Technology Support Lead - Global Banking

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

As a Technology Support Lead in the Commercial & Investment Bank, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. 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 producing employees. Key to this role is the ability to anticipate and mitigate problems prior to their occurrence.

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

• 5+ years of 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
• 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, One Note, One Drive, etc.

• 7 - 10+ years of experience with Workplace Technologies
• Advanced business application and business process knowledge would be beneficial