Technology Support Analyst

As a Technology Support I team member within the Commercial and Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems, ensuring a seamless user experience.


Job responsibilities

• Provide end‑to‑end production support across applications both internal and external developed
• Monitor, triage, and resolve incidents while meeting SLAs and cutoffs.
• Drive root‑cause analysis and preventive fixes to reduce repeat issues.
• Manage changes and releases with strong risk controls and documentation
• Monitor service health; triage and restore fast
• Perform RCA; implement preventive actions and run change/release with risk controls
• Automate repetitive tasks to cut toil and support DR tests and resilience controls
• Track problems and drive long‑term fixes
• Create and maintain technical documentation (designs, runbooks, APIs) and ensure knowledge transfer within the team.

Required qualifications, capabilities, and skills

• 1+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• 3+ years in production support
• Hands-on experience across the full software development lifecycle: requirements, design, development, testing, deployment and operational support.
• Experience with Microsoft stack or enterprise integration technologies where relevant (SQL Server, SSIS, .NET)
• Incident, problem, and change management (ITIL)
• Clear stakeholder communication with Ops/business
• Proven RCA and remediation planning
• On‑call readiness and documentation discipline

Preferred qualifications, capabilities, and skills

• Experience in financial services or regulated environments and familiarity with Risk & Control, Cybersecurity and change governance 
• Comfortable working across mixed deployment models (on-prem and cloud) and liaising with external vendors
• Exposure to AI/ML concepts or practical experience implementing models or integrating ML services.
• Experience with Infrastructure as Code (Terraform, CloudFormation) and cloud automation tooling.