Technology Support III - Front-Office Production Support

Propel operational excellence by applying deep technology support expertise and a strong commitment to continuous improvement. This Production Support role requires close partnership with the trading desk. As a Technology Support III team member within the Commercial & Investment Bank (CIB) — Equities Prime Financial Services Production Management team, you will help ensure the operational stability, availability, and performance of critical production application flows. You will promote a culture of continuous improvement by troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across internally and externally developed systems—delivering a seamless user experience.

Job responsibilities Provide end-to-end application support for trading applications used by business users (traders), ensuring day-to-day reliability, stability, and availability Leverage enterprise-authorized AI capabilities in the workplace to accelerate user requests, incident triage, and other daily operational workflows Support monitoring of trading applications in production for anomalies; investigate issues using standard observability tooling; identify when to escalate; and communicate clearly while proposing solutions to business and technology stakeholders Evaluate complex situations and trends to proactively anticipate and resolve issues, while supporting incident, problem, and change management across full-stack technology systems, applications, and infrastructure Apply reuse-first, AI-assisted practices within incident/problem/change routines to detect recurring interruption patterns and support validated remediation actions aligned with resiliency and security expectations

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 workflows, with strong validation habits and awareness of data sensitivity Proven ability to review and validate AI-assisted incident recommendations prior to action, escalating when uncertain and adhering to operational and security expectations Experience operating within an ITIL process framework Hands-on experience in technical support and application support Strong communication skills with the ability to collaborate effectively across diverse, global teams Advanced and demonstrated problem-solving and analytical skills, with a strong passion for technology Ability to perform under pressure and deliver outcomes on time Proactive, adaptable, independent, and self-managing, with proven capability to lead a project or initiative Ability to adjust effectively to changing work requirements, roles, and responsibilities

Preferred qualifications, capabilities, and skills

Bachelor’s degree in Computer Science or a related field, or equivalent practical experience Proficiency in Unix, SQL, scripting, and Python Exposure to and/or experience supporting cloud-based technology solutions Experience using AI to automate and streamline daily operational tasks Exposure to monitoring tools such as Geneos, Dynatrace, Grafana, and Splunk Experience with or understanding of financial markets and trading systems is a plus