Technology Support Lead
On-siteHouston, Texas, United States
Job Summary
Lead the resolution of complex, high-priority technology incidents as the primary escalation point, ensuring timely communication throughout the incident lifecycle. Drive root cause analysis and problem management to translate findings into permanent fixes and preventative measures. Partner with software engineering, infrastructure, and business teams to embed supportability into new deployments. Develop runbooks, operational procedures, and knowledge base documentation to improve team efficiency. Monitor system health, performance, and capacity across supported platforms to proactively identify and address risks. Lead and mentor a team of technology support engineers, providing technical guidance and coaching. Collaborate with product teams to advocate for automation opportunities and tooling enhancements. Define and track key support metrics using data to drive continuous service improvement. Engage directly with business stakeholders to communicate service status and improvement initiatives.
Required Qualifications
- Formal training or certification on technology support concepts
- 5+ years applied experience
- Demonstrated experience leading technology support or operations functions within a large-scale, complex enterprise environment
- Strong proficiency in diagnosing and resolving issues across infrastructure, application, and network layers in a production setting
- Experience with incident management frameworks and IT service management practices, including ticketing and escalation workflows
- Proficiency in scripting or automation (e.g., Python, PowerShell, or Bash) to streamline operational tasks and reduce manual effort
- Hands-on experience with monitoring and observability tools for proactive system health management and alerting
- Proven ability to lead technical teams and drive cross-functional collaboration to resolve complex issues under pressure
- Strong communication skills with the ability to translate technical concepts clearly for both technical and non-technical audiences
Desired Qualifications
- Experience supporting trading, markets, or banking technology platforms within a financial services environment
- Familiarity with cloud platforms and containerized environments (e.g., AWS, Azure, Kubernetes) in a support or operations capacity
- Knowledge of change management and release management processes within regulated enterprise environments
- Experience implementing automation and self-healing capabilities to improve platform resilience and reduce operational overhead
- Relevant industry certifications such as ITIL, AWS, or equivalent technology support credentials
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