Location: Houston, TX, United States

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead in Corporate technology team, CTO office, you will ensure the operational stability, availability, application support mgmt. and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions and user support requests for Engineers Platform & Services leading to a seamless user experience. Critical thinking while resolving day-to-day user support and incident management 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

• Provide end-to-end application or infrastructure service delivery for the successful business operations of the firm
• Proactively monitor production environments for anomalies, mitigate issues, and drive evolution and utilization of standard observability tools leading to improving MTTD/MTTR. 
• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration
• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure.
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
• Collaborates with engineering, product, security, and business teams to align production management initiatives with organizational goals.
• Establishes and monitors key performance indicators (KPIs) for production systems, driving proactive incident management and root cause analysis.
• Collaborates with technical experts, key stakeholders, and team members to resolve complex problems.
• Champions automation and DevOps practices to streamline operations and reduce manual intervention and toil.
• Understands service level indicators and utilizes service level objectives to proactively resolve issues before they impact customers
• Stays abreast of industry trends and emerging technologies, recommending enhancements to production management practices

Required qualifications, capabilities, and skills

• 8+ years of professional experience in a large-scale technology enterprise or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands-on Experience working with CI/CD tools s in a globally distributed hybrid environment (Cloud & On-premise) using Git/BitBucket/Github, Artifactory, Jenkins etc. 
• Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses and engage with AD teams.
• Experience with Unix/Linux platform, cloud platforms such as AWS, Azure, or GCP.
• Support knowledge of containerization & orchestration technologies: ie: Dockers and Kubernetes.
• In-depth knowledge of monitoring and observability tools such as Geneos, Dynatrace, Grafana, Elasticsarch, and Splunk, including configuration, integration, and analysis of application and infrastructure metrics.
• Demonstrated success in leading large-scale, complex production environments in a fast-paced organization.
• Proficient in site reliability culture and principles and familiarity with how to implement site reliability within an application or platform.
• Familiarity with container and container orchestration such as ECS, Kubernetes, Docker and Cloud Foundry.
• Proficient in at least one programming language such as Python, Java/Spring Boot, .Net, etc. 

Preferred qualifications, capabilities, and skills

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Practical experience with supporting/building public cloud, Kubernetes and Docker. 

As an experienced member of our Production Management and customer support team, we look first and foremost for people who are passionate around solving technical problems through innovative approach, caring client interactions, technical expertise, sound engineering practices and a desire for continuous improvement.