Job Description :

Join a dynamic team shaping the tech backbone of our operations, where yourexpertisefuels 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, ensuringtimelyresolution 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, andimpactsclearly to internal and external stakeholders.
Facilitatetimelycommunicationswith 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 equivalentexpertisetroubleshooting, resolving, andmaintaininginformation 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 diverse audiences.
Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
Ability to triage and manage multiple simultaneous incidents,prioritizing byimpact.
Familiarity withInformation Technology Infrastructure Library(ITIL) frameworkpractices, especially Incident, Problem, and Change Management.
Ability to work methodically and calmly under pressure, collaborating to deliveroptimaloutcomes.
Proficiencywith collaboration and workflow tools such as Jira, Confluence, and customer communication tools.
Working knowledge of IT Service Management platforms like ServiceNow.

Preferred Qualifications, Capabilities, and Skills

Prior experience in Major Incident Management or Command Centre operations.
Exposure to root cause analysis methodologies and evidence-based analysis.
Strong analytical and critical thinking skills.

Technology Support II, Major Incident & Problem Management Associate