Technology Support Lead - Technology Resiliency | Application Portfolio

As a Technology Support Lead in Asset & Wealth Management (AWM) Technology, 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. 

The Technology Support Lead is a US Technology Resiliency Operations (Ops) Officer responsible for regulatory readiness and operational resiliency oversight across the AWM application portfolio. The role is critical for overseeing application testing, resiliency documentation, taxonomy alignment, and firm-wide control adherence across the AWM portfolio to ensure compliance with regulatory requirements. The position also leads portfolio-level data analysis to maintain audit readiness and proactively address emerging risks.

The Technology Support Lead partners with application owners and global resiliency stakeholders to maintain testing evidence, documentation, control adherence, and audit readiness. 
Job responsibilities

• Own portfolio-level resiliency governance for a suite of AWM applications, including oversight of resiliency documentation, testing plans, and evidence management.

• Lead and coordinate resiliency testing (e.g., disaster recovery, cyber recovery, data restore, and sustained operations exercises) and ensure issues are tracked to remediation.

• Provide guidance to application owners on resiliency and cyber-resiliency planning, including minimum control expectations and documentation standards.

• Maintain alignment to firm resiliency taxonomy/standards (e.g., service criticality, recovery objectives, control mapping) and track control compliance across the portfolio.

• Produce portfolio reporting and data analysis to maintain audit readiness, identify gaps/trends, and proactively escalate emerging risks.

• Coordinate scheduled exercises that may occur outside standard hours (including occasional weekend testing), ensuring stakeholders are prepared and outcomes are documented.

• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.

• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration

• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services 

• Proven experience in application resiliency / business continuity / disaster recovery / operational risk / technology controls (ideally in a regulated financial services environment).

• Demonstrated experience managing testing programs and maintaining audit-ready evidence.

• Strong stakeholder management across technology, risk, and control partners.

• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.

• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.

• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Proficient in observability and monitoring tools and techniques

• Ability to support for testing activities outside business hours (occasionally & planned in advance).

Preferred qualifications, capabilities, and skills

• Experience with cyber recovery practices (e.g., data restore validation, recovery runbooks, control testing).

• Strong data/reporting skills