Technology Support II - Client Support Escalations

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 Commercial & Investment Bank, 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.

The Technology Support II team member serves as the escalation point for internal and external stakeholders and clients, with a primary focus on resolving escalated product and service-related concerns. The scope of this role includes support for digital channels, embedded solutions, and escalations arising from transactional inquiries. In addition to escalation management responsibilities, this role manages production incidents at all severity levels, including Major Incidents, and may serve as a direct point of contact for high-profile clients.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application and infrastructure service delivery supporting the firm's business operations
• Enhance operational stability and availability through active participation in problem management
• Monitor production environments for anomalies and address issues using standard observability tools
• Support the escalation and communication of issues and solutions to business and technology stakeholders
• Identify trends and assist in managing incidents, problems, and changes across full-stack technology systems, applications, and infrastructure
• Represent the COS Solution Center in meetings with clients and internal partners, including client calls, business reviews, root cause analysis (RCA) discussions, and project meetings
• Conduct analysis of service cases and collaborate with relevant stakeholders to mitigate potential escalations and prevent recurrence of past issues
• Provide insight and expertise during the development of support documentation and procedures

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong oral and written communication skills
• Meets facilitation and influencing capabilities
• Ability to effectively multitask with strong time management and organizational skills
• Strong problem-solving, critical thinking, and decision-making abilities with attention to detail
• Demonstrates technical fluency with the ability to learn and understand technical concepts
• Working knowledge of Microsoft Operating Systems and Office Suite
• Knowledge of applications or infrastructure in large-scale technology environments, on-premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes within the scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Multilingual proficiency: Portuguese and/or Spanish
• Experience with Corporate Treasury Management, Payment Processing, and Reconciliation
• Digital channels product knowledge, including connectivity protocols such as SFTP, and AS2
• Knowledge of one or more general-purpose programming languages or automation scripting