Technology Support 3 - DevOps, Site Reliability Engineering

Join our team to leverage your technology support expertise and drive continuous improvement. Propel your career in a dynamic environment focused on operational success.

As a Technology Support III within the Chief Technology Office team, you will ensure the operational stability, availability, and performance of our production application flows. You will foster 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

• Provide end-to-end application or infrastructure service delivery and support day-to-day maintenance of the firm’s systems to ensure operational stability and availability
• 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.
• Assist in monitoring production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders
• 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
• 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

• 3+ years of experience troubleshooting, resolving, and maintaining information technology services
• Application Support: Experience in SRE, DevOps, or application support roles, with knowledge of SLIs/SLOs, incident response, and troubleshooting.
• Observability & Monitoring: Familiarity with monitoring and observability tools (e.g., Grafana, Prometheus, Splunk, Open Telemetry).
• DevOps Tooling: Hands-on experience with CI/CD pipelines (Jenkins, including global libraries), infrastructure as code (Terraform), version control (Git), containerization (Docker), and orchestration (Kubernetes).
• Cloud & Automation: Exposure to cloud platforms (AWS, GCP, or Azure) and automating infrastructure and deployments.
• On-Call & Incident Management: Willingness to participate in on-call rotation and respond to production incidents.
• Problem Solving & Communication: Ability to break down issues, document solutions, and communicate effectively with team members and customers.
• Formal training or certification on troubleshooting, resolving, and maintaining information technology services concepts and advanced applied experience
• 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 supporting production environments in financial services or similarly regulated industries
• Familiarity with automation tools and scripting for operational support
• Strong communication and collaboration skills across business and technology teams
• Ability to drive process improvements and contribute to operational best practices