Technology Support II - Incident and Problem Manager

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support II – Incident & Problem Manager in Employee Platforms Production Management, you will own and drive incident calls collaborating with technical resolvers, production management, application development. 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 Responsibilities Analyze and troubleshoot production technology flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm. Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences Improve operational stability and availability through chairing the problem/RCA calls Candidate has to work on weekends, public holidays on rotation basis during the APAC hours. Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations Required qualifications, capabilities, and skills Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations 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 Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework Preferred qualifications, capabilities, and skills Experience with one or more general purpose programming languages and/or automation scripting Working understanding of public cloud