Technology Support Lead

The role will lead responsible adoption of enterprise-authorized AI capabilities, including Claude Code, GitHub Copilot, and NowAI, to improve operational insight, engineering productivity, process efficiency, proactive risk management, and service stability. Success in this role requires strong strategic thinking, practical understanding of Production Management processes and tooling, sound judgment, attention to detail, and the ability to influence technology teams and business stakeholders through clear communication, effective challenge, and data-driven recommendations.
 

Job Responsibilities

• Serve as a subject matter expert for Production Management tools that support end-to-end application or infrastructure service delivery and the successful business operations of the firm.

• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.

• Develop and execute the strategy, roadmap, governance, and continuous improvement plan for Production Management tools, ensuring alignment with business objectives, technology priorities, operational needs, and enterprise standards.

• Represent Production Management requirements to enterprise technology tool and product owners, influencing product direction, prioritization, adoption, and optimization of capabilities that support operational excellence.

• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.

• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration.

• Lead the evaluation, implementation, integration, and governance of tools supporting Production Management processes, including observability, incident management, problem management, change management, event management, resilience, reporting, workflow, and operational risk management.

• Identify, assess, and prioritize opportunities to apply enterprise-authorized AI capabilities, including Claude Code, GitHub Copilot, NowAI, and other approved automation and analytics solutions, to improve operational insight, accelerate automation development, increase efficiency, reduce manual effort, and enhance service stability.

• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

• Define, measure, and report meaningful performance metrics for Production Management tooling and processes, including adoption, availability, data quality, AI and automation benefits, operational efficiency, and service outcomes.

• Drive continuous improvement of Production Management processes, tooling, integrations, governance, reporting, documentation, standards, and training capabilities.

Required Qualifications, Capabilities, and Skills

• 5+ 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 operations 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 ensuring outcomes align to operational, security, and auditability expectations.

• 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 working knowledge of ITIL-aligned incident, problem, change, and event management practices, including root cause analysis, corrective actions, and recurrence prevention.

• Demonstrated experience developing tool strategies, governance frameworks, roadmaps, and adoption plans across technology organizations.

• Experience evaluating, implementing, integrating, and optimizing enterprise technology tools, automation solutions, and operational platforms.

• Proven stakeholder management and influencing skills, including the ability to communicate effectively with senior technology and business leaders.

• Ability to manage operational risk, resiliency requirements, control obligations, audit expectations, and service quality outcomes in a complex technology environment.

Preferred Qualifications, Capabilities, and Skills

• Hands-on experience with Claude Code, GitHub Copilot, NowAI, or comparable enterprise-authorized AI capabilities in production operations, software engineering, automation, or service management workflows.

• Experience supporting Production Management, Site Reliability Engineering (SRE), Service Management, or Operational Excellence initiatives within a large enterprise environment.

• Knowledge of AI-enabled operational analytics, AIOps, intelligent automation, and predictive monitoring capabilities.

• Experience defining and measuring business value, benefits realization, and KPI frameworks for technology tools and operational improvement initiatives.

• Familiarity with enterprise governance, risk, compliance, and technology control frameworks.

• Demonstrated success driving organizational change, tool adoption, and continuous improvement across distributed technology teams.

• Relevant industry certifications such as ITIL, SRE, Agile, Cloud, AI, or Service Management certifications.