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Technical Operations Lead
Ref No.: 18-05086
Location: Charleston, South Carolina
Position Type:Direct Placement
Pay Rate : $ 100,000.00 - 125,000.00 /Year


Responsibilities:
● Lead Technical Operations team to provide technical support and subject matter
expertise to users of the CAT application(s)
● Build relationships with internal and external stakeholders to expeditiously resolve
requests and build knowledge bases to assist in future incident triage and resolution
● Work within established service level frameworks
● Assist in resolution of incidents involving:
● CAT application technical questions
● Credentials management (forgotten passwords, Yubikey usage)
● Network-connectivity infrastructure questions including: IP Address
allocation and firewall/router configuration
● Collect necessary information to escalate and coordinate issues with core
SRE / Application Development teams when additional input is required
● Provide mentorship and best practices to enable mutual advancement of the team
● Potential to migrate to a Site Reliability Engineer / Development role for suitably
qualified candidates over time

Ideal skills will include:
● 3+ years of Support Desk experience ideally as a Level 2 analyst, 1+ years experience in a
leadership role
● Extensive experience in customer interaction and support
● Extensive experience in training and guiding Support Desk analysts
● Track record of success and accountability while taking personal responsibility very
seriously
● Ability to lead, influence and motivate a team of analysts and incident handlers, from
novice to advanced level experience
● Ability to work well and thrive in a collaborative and fast paced environment
● Knowledge of internet technology and protocols including DNS, HTTP, SMTP and related
technologies
● Passion for information security
● Knowledge of information security principles, including risk assessment and
management, threat and vulnerability management, incident response, and identity and
access management
● Knowledge of network infrastructure and associated network protocols and concepts
● Advanced analytical and problem-solving skills
● Exceptional written and verbal communication skills
● Highly self-motivated and directed with strong initiative to enhance processes
● Demonstrated experience working with stakeholders on both business and technical
teams
● Ability to effectively prioritize and execute tasks in a high-pressure environment
● Prior experience in the financial services / trading / fintech environment
 
Qualifications:
● Bachelor's degree in information systems or computer science
● Strong Unix/Linux command line skills
● Deep understanding of common agile development methodologies and product
development life cycles