Technology Support Lead - Infrastructure Platforms Major Incident Management

As a member of the Infrastructure Platforms Major Incident Management team you will collaborate with Line of Business partners in our Global Incident Command Center. You will lead incident recovery bridges, providing command and control of the call, engaging technical and business teams to drive resolution of Priority 1 technology incidents and minimize impacts. You will be part of a global follow the sun team which covers 24x7x365.

This role operates on a shift basis, usual patterns are either Sunday to Wednesday(weekdays 6am – 4pm and weekend\’s 6am until 3pm) or Wednesday to Saturday. This is a 4-day working week with no evening shifts or call outs.

Job Responsibilities

Lead the resolution of critical Priority 1 technology incidents and support major events

Deliver executive communications to a global audience, providing accurate and timely incident details and impacts to our stakeholders

Execute policies and procedures that ensure operational stability and availability

Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools

Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident identification to service restoration

Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

Professional experience in Incident Management, IT operations, or a related discipline

Knowledge and understanding of Incident Management practices, skills and tools

Strong analytical and problem-solving skills

Experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

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

Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

Knowledge of global financial institution technology/infrastructure and business flows

Knowledge or experience with public cloud

Foundation Certification or strong knowledge of Information Technology Infrastructure Library (ITIL) concepts

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