Technology Support Lead - Problem Management & Governance Lead

What you'll do

• Oversee problem records from identification through root cause analysis, remediation, validation, and closure; ensure actions meet risk, control, resiliency, and documentation standards.
• Analyze trends and operational data, coordinate corrective actions with technology and control partners, and report remediation progress and problem-management metrics.
• Lead adoption of enterprise-authorized AI capabilities in production workflows, with human validation and appropriate handling of sensitive data.

What they ask for

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining IT services.
• Demonstrated experience using enterprise-authorized AI in production operations, including validating recommendations and handling sensitive data appropriately.
• Experience managing applications or infrastructure at scale, both on premises and public cloud.
• Experience with ITIL processes, observability and monitoring, and end-to-end problem management.

Nice to have

• Experience in Problem Management, Production Management, Site Reliability Engineering, or Operational Excellence in a large enterprise.
• Relevant certification or formal training in ITIL, Service Management, Site Reliability Engineering, cloud technology, or operational risk management.

Tools

ITIL, public cloud

AI focus

Uses enterprise-authorized AI to support incident triage and operational analysis, identify recurring interruption patterns, and improve workflow efficiency; recommendations require human validation and careful handling of sensitive data.