Technology Support Lead - Infrastructure Platforms Major Incident Management, Bournemouth
This role is based in Bournemouth, United Kingdom, and requires an EU work permit. The position involves leading incident recovery efforts within the Infrastructure Platforms Major Incident Management team, collaborating with global partners in our Incident Command Center. You will manage critical incidents, communicate with stakeholders, and support operational stability in a 24/7 environment.
Job Responsibilities
* Lead resolution of Priority 1 technology incidents and support major events
* Provide executive communication to a global audience with incident details and impacts
* Implement policies ensuring operational stability and availability
* Monitor production environments for anomalies using observability tools
* Escalate and communicate issues from identification to resolution
* Analyze situations to anticipate and resolve issues, supporting incident, problem, and change management
Required qualifications, capabilities, and skills
* Experience in Incident Management, IT operations, or related fields
* Knowledge of Incident Management practices, tools, and skills
* Strong analytical and problem-solving skills
* Experience troubleshooting and maintaining IT services
* Knowledge of applications or infrastructure in large-scale environments, both on-premises and in the cloud
* Experience with observability and monitoring tools
* Familiarity with ITIL processes
Preferred qualifications, capabilities, and skills
* Knowledge of global financial institution technology and business flows
* Experience with public cloud environments
* ITIL Foundation Certification or strong knowledge of ITIL concepts
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