Technology Support Lead
On-site · Jersey City, New Jersey, United States
Job Summary
Technology Support Lead responsible for leading teams that deliver end-to-end application or infrastructure services, ensuring operational stability and high availability of production environments. Key duties include monitoring production environments, incident/problem/change management, escalation communications to business and tech stakeholders, implementation of SLI/SLO-based monitoring, and driving automation and resiliency initiatives. Requires extensive experience leading technologists, managing payment technology applications in Banking Technology, and collaboration across cross-functional teams. Proficiency with monitoring/tools (SLI/SLO, alerting, runbooks), incident triage, RCA, and agile practices (Jira, Visio) is preferred. Strong emphasis on operational excellence, change control, and delivering reliable IT services.
Required Qualifications
- 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Strong experience leading technologists to manage and solve complex technological issues at a firmwide level
- Responsible for end-to-end monitoring of core Payment Technology applications within Banking Technology space to ensure high availability and stability of production environments.
- Setting up and updating monitoring and alerting solutions including SLI / SLO Management to meet business SLAs. Perform Alert Management on a regular basis and implement runbooks / play books for creating autonomy of operations
- Responsible for day-to-day technical operations involving incident management, problem management, defect management and client requests management in a timely manner. Lead technical triaging during active incidents working closely with the technical and business stakeholders.
- Ensure resiliency and recoverability of the application platforms through periodic review of resiliency documents and conducting resiliency events to adhere with the audit and regulatory requirements.
- Drive Root Cause Analysis / tech triaging calls; documenting technical solutions and following up with technical teams on implementation of such solutions through active task management and follow ups.
- Achieve Operational Efficiencies through process automation of day-to-day operations including Certificate Management, Resiliency & Release Management, Hygiene Management and BAU functions.
- Active participation in change management processes, including deployment, rollback, and validation of production changes and release communications to stakeholders.
- Collaborate with cross functional development & testing teams, project management teams and other stake holders to analyze business requirements & outlined IT solutions; conduct code & design reviews and provide technology support in the development of such products including identifying the scope of work, design and document application related enhancements following Agile & Scrum DLC life cycles using tools such as Jira, Visio
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