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Technology Support Lead - Production Management



IT, Customer Service
Ohio, USA
Posted on Friday, June 28, 2024

Job Description

Build and lead a team of Production Support staff to provide support for Incident, Problem and Change. Represent Employee Platforms for Enterprise reporting and metrics.

As a Technology Support Lead in Corporate Technology & Employee Platforms, 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.

Job responsibilities

  • Coordinating the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization.
  • Leading Major Incidents to resolution authoritatively and confidently; in the heat of the moment may be called upon to make decisions on behalf of Employee Platforms that could have production impacting implications.
  • Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis.
  • Leading large senior management conference calls to advise Lines of business (LOBs) of major incidents occurring in the environment.
  • Performing root cause analysis for all critical Major incidents and driving resolution to the issues.
  • Ensuring that the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and identifying systemic issues and eliminate them from the root level.
  • Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of Employee Platforms.
  • 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.
  • 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.

Required qualifications, capabilities, and skills

  • 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
  • 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.
  • Expertise in Service Now, including building reports and dashboards.

Preferred qualifications, capabilities, and skills

  • Working knowledge in one or more general purpose programming languages and/or automation scripting.
  • Practical experience with public cloud.
  • Agile experience, with JIRA and Align.