Job Description

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

As a Technology Support Lead in Infrastructure Platforms team, 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

• Own day-to-day HBX production operations for on-prem hardware break/fix across distributed servers, network, and storage to ensure uptime, swift recovery, and consistent firmwide service quality.
• Serve as the management escalation point for incidents, service degradation, and executive updates; coordinate with peer Ops/Engineering leads to maintain 24x7 coverage and continuity.
• Lead major incidents end-to-end, ensuring timely updates, effective stakeholder communication, and rapid service restoration.
• Own RCA quality and follow-through within HBX to prevent recurrence and improve reliability.
• Reduce aged incidents and drive SLA attainment for repair resolution times (target ≥95% within 5 days) through analytics and sustained action plans.
• Govern production change execution quality by tracking change success rates and mitigating repeat incident trends through preventive controls and standard work.
• Establish and maintain dashboards and KPIs (e.g., MTTR, SLA attainment, change success, repeat incidents) to guide decisions and continuous improvement.
• Use data analysis to identify systemic issues, prioritize remediation, and measure the impact of process and technology improvements.
• Develop and lead a high-performing, diverse global team through clear expectations, coaching, and disciplined performance reviews.
• Manage vendor performance to SLAs and service credits; run structured service reviews with LOBs, platform owners, and strategic suppliers.
• Identify and deploy AI/ML and automation use cases (triage, ticket classification/assignment, anomaly detection, predictive alerts, self-healing runbooks) and strengthen resilience through standardized playbooks and preventive controls.

Required qualifications, capabilities, and skills

• Formal training or certification on Technology Support concepts and 5+ years applied experience
• Proven leadership of a global 24x7 production support function delivering on-prem hardware break/fix for distributed servers, network, and storage.
• Strong domain knowledge with sound judgment, escalation discipline, and the ability to operate in a dynamic, high-pressure environment.
• Accountability for maintenance execution quality and timeliness.
• Demonstrated success improving resolution times and achieving ≥95% of repairs within 5 days, including elimination of aged tickets.
• Experience serving as a management escalation point with executive-ready communication skills.
• Ownership of major incident management and RCAs within HBX, including timely updates and stakeholder escalation.
• Ability to train and coach engineers, lead key initiatives, prioritize effectively, manage SLAs, and maintain strong client and vendor relationships.
• Advanced performance metrics and reporting skills, including building dashboards for MTTR, SLA attainment, change success, and repeat incidents, and using analytics to drive prevention.
• Hands-on experience deploying AI/ML and automation use cases (triage, ticket classification/assignment, anomaly detection, predictive failure alerts, self-healing runbooks) and driving measurable improvements through data.

Preferred qualifications, capabilities, and skills

• Demonstrate advanced knowledge of architecture, design, and business processes, connecting operational health to business outcomes.
• Build high-performing teams through recruiting, disciplined performance reviews, and frequent check-ins aligned to outcomes.
• Facilitate customer forums and focus groups to gather feedback and proactively improve service delivery.
• Collaborate across peer groups to scale best practices and elevate process and product recommendations to senior leadership.