Technology Support II - Digital Channels 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.

Job responsibilities

• Triage and manage Digital Channels technology escalations and service issues
• Identify opportunities to apply automation and AI tooling to improve escalation handling and operational efficiency 
• Route issues to appropriate Product, Technology, or Operations teams using established escalation paths
• Track issues and escalations using case or incident management tools
• Provide clear, timely status updates to internal stakeholders
• Partner with global teams across APAC and the U.S., including U.S. overlap support
• Follow documented procedures, escalation paths, and SLAs
• Assist with root-cause analysis and post-incident follow-ups
• Contribute to knowledge base content, escalation playbooks, and operational documentation
• Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations
• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor’s degree or equivalent experience
• Experience supporting technology platforms or digital products
• Strong attention to detail and organizational skills
• Clear written and verbal communication skills
• Ability to work effectively in a fast-paced, high-priority environment
• Experience with Production Management, Incident Management, and Application Support
• Banking, payments and/or transaction experience
• Working knowledge of using enterprise-authorized AI capabilities within the work environment to support production support 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 following operational and security expectations

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Foundational understanding of core technology concepts, including hardware, networking, and database technologies
• Experience leveraging AI tools such as Microsoft Copilot or other large language models to support day-to-day operations and increase productivity
• Exposure to AI enablement and adoption, including building or configuring AI agents to automate and streamline workflows