Technology Support III Problem management

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Technology Support Lead in CONSUMER & COMMUNITY BANKING, 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 Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm 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 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. Lead incident, problem, and change management in support 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 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) framewo Preferred qualifications, capabilities, and skills Working knowledge in one or more general purpose programming languages and/or automation scripting Practical experience with public cloud