As a Technology Support Lead in Infrastructure Platform (IP) you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.

Job responsibilities

• Applies technical expertise and problem-solving methodologies to projects of moderate scope

• Drives a workstream or project consisting of one or more infrastructure engineering technologies

• Works with other platforms to architect and implement changes required to resolve issues and modernize the organization and its technology processes

• Executes creative solutions for the design, development, and technical troubleshooting for problems of moderate complexity

• Strongly considers upstream/downstream data and systems or technical implications and advises on mitigation actions

• Operate and support IBM MQ environments across development, testing, and production, ensuring service availability, stability, and compliance with internal standards. 

• Support resilience objectives via disaster recovery planning, sustained resilience coordination, and testing/validation activities.  Apply reliability engineering practices: define and improve service health indicators, operational thresholds, and actionable alerting to reduce noise and improve time-to-detect/time-to-recover.

• Maintain clear operational runbooks, standards, and controls that enable consistent execution across a geographically distributed operations model.

• Reduce toil through automation, including scripted remediation, self-service operational workflows, and repeatable change execution (e.g., certificate lifecycle, configuration validation, routine health checks).

• Institutionalize post-incident learning: contribute to blameless reviews, ensure corrective actions are tracked to closure, and verify effectiveness through measurable outcome improvements. 

• Provide technical guidance and responsive support to application teams integrating with MQ, including connection patterns, security constraints, and operational best practices.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Proficient in observability and monitoring tools and techniques

• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

• Demonstrated, hands-on experience operating middleware in enterprise production environments, including IBM MQ administration and incident response in secure environments.

• Strong problem determination skills, structured troubleshooting approach, and ability to perform under time pressure while maintaining operational discipline.

• Working knowledge of Unix and/or Windows system administration, including process, filesystem, certificate stores, and basic networking fundamentals relevant to MQ connectivity.

• Strong written and verbal communication skills with the ability to coordinate across distributed teams and manage customer expectations.

Preferred qualifications, capabilities, and skills

• Working knowledge in one or more general purpose programming languages preferred Python and/or Java and/or automation scripting

• Practical experience with public cloud

Shift / on-call / follow-the-sun expectations

• This role participates in a 24x7 follow-the-sun operating model with a global team across different APAC,EMEA and NA regions and requires working a defined shift pattern. 

• The specialist will support on-call and/or escalation coverage as required to meet service reliability objectives, including incident response for high-severity events and coordination during maintenance or resilience testing windows.