Technology Support Engineer

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in Commercial and Investment Bank, you will ensure the operational stability, availability, and performance of our production application flows. We seek a motivated, highly dedicated, and articulate Engineer to safeguard and optimize live production for high‑volume, high‑frequency money movement application suites. You will diagnose and resolve complex issues across multiple interfaces and upstream/downstream checkpoints, ensuring end‑to‑end reliability and client‑visible SLA adherence. The role demands clear communication under pressure, rigorous situational analysis, and disciplined execution that protects operational outcomes and reputational risk. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Work collaboratively in teams and develop meaningful relationships to achieve common goals
• Monitor using tools such as: Geneos, Splunk, Grafana, App Dynamics, and/or Dynatrace is a must
• Provide production support in high‑volume, high‑frequency payments environments
• Manage incident Management, command, situational analysis, escalation, and rapid mitigation
• Communicate clearly and concisely with stakeholders and senior management 
• Plan ownership, retrospectives, and problem‑management cadences  
• Working in shift environment of any 8‑hour period within a 24/5 (08:00–17:00, 15:00–00:00, 23:00–08:00).
• Participate in weekend rotation on-call as required
• Participate in planned events, retrospectives, and problem‑management sessions is expected.

 

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• U.S. Citizen or Legal Permanent Resident having lived in the U. S. continuously for the past 7 years
• Working knowledge of development toolset to design, develop, test, deploy, maintain, and improve software
• Kubernetes, Kafka, Linux, and Wintel deployment and operational skills
• Continuous improvement mindset: automation, documentation, and SLA discipline
• End-to-end monitoring: metrics, logs, traces (Prometheus, Grafana, ELK/Splunk, OpenTelemetry, AppDynamics/Dynatrace).
• Proactive troubleshooting: anomaly detection, synthetic checks, canary releases, health endpoints; root cause analysis with clear corrective/preventive actions (CAPA).
• Strong SQL (MS SQL, Oracle) and NoSQL (MongoDB); data analysis for RCA and tuning

 

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud