Job Description

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.


As a Technology Support II team member in Infrastructure Platforms, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

Analyze and troubleshoot production application flows to ensure end-to-end service delivery supporting business operations. Improve operational stability and availability through participation in problem management. Monitor production environments for anomalies using standard observability tools and address issues. Assist in the escalation and communication of issues and solutions to business and technology stakeholders. Identify trends and manage incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure. Possess good knowledge of physical IT infrastructure, including servers, network, and storage devices. Have expertise in VMware (ESX), Red Hat (Linux), and Microsoft (Windows) operating systems, with root cause analysis skills for server and hardware issues. Monitor infrastructure using tools like Netcool and AlertHub, with knowledge of monitoring tool architecture. Manage production support issues from start to finish, including troubleshooting, solutions, and root cause analysis. Collaborate with infrastructure, technology, and production management teams to resolve critical issues on priority. Maintain documentation of activities, understand ITIL processes, and implement measures to ensure maximum availability and responsiveness of the production environment.

Required qualifications, capabilities, and skills

Formal training or certification on infrastructure disciplines concepts and 2+ years applied experience Hands on experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud Exposure to observability and monitoring tools and techniques Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

* Knowledge of one or more general purpose programming languages or automation scripting