Job Description
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation. As a Technology Support II team member in International Consumer Banking, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. You will respond to and manage high-impact incidents, ensuring timely resolution and transparent communication with stakeholders, while supporting the Problem Management lifecycle to minimize repeat incidents and enhance operational resilience. Job Responsibilities • Respond to incident escalations from squads, vendors, and business operations, taking ownership of the incident management process and driving it through to resolution. • Assess and prioritize multiple incidents based on customer, business, regulatory, reputational, and financial impacts. • Maintain authoritative incident timelines throughout the lifecycle of each major incident. • Communicate incident status, resolution, and impacts clearly to internal and external stakeholders. • Facilitate timely communications with customers using our communication tools. • Support the Problem Management lifecycle by assisting with root cause analysis documentation and helping ensure corrective action plans progress to closure. • Partner with engineering, SRE, operations, risk, compliance, and vendor teams to support long-term solutions. • Support weekend coverage as part of a rotating shift-based schedule. 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. • Experience managing incidents in high-availability, high-transaction environments. • Strong real-time communication skills under pressure, including the ability to convey technical information clearly to dive
