• Operate, maintain, and improve the platform onto which custom applications are deployed, which provides CI, CD, monitoring and alerting, and capacity scaling. • Maintain and respond to proactive alerting on the health of the platform. • Take action to avoid incidents when possible. • Perform troubleshooting and remediation when necessary. • Assist development teams with specifying infrastructure needs for software projects and implementing them via infrastructure-as-code. • Maintain platform documentation. • Adhere to SDLC policy and controls. • Adheres to and upholds all written policies and procedures of the Bank, including BSA/CIP and OFAC monitoring and reporting, security, operation, and personnel policies.

• Design and deliver CX solutions for clients • Manage operations of a global IVR system • Assist with deployment of applications to AWS and on-premises architectures • Monitor performance and stability of IVR environment • Respond to needs in a timely manner • Participate in evening and weekend work as needed based on business needs

• Develop and run an AWS environment for self-service web applications • Validate and deploy software releases for large multi-locale IVR applications • Write and execute SQL to make configuration changes to applications • Use Jenkins and Groovy scripting to collate and stage release files • Use Unix commands to troubleshoot system and network behavior

• Own the provisioning, configuration, and management of multi-cloud environments across AWS, Azure, and GCP, selecting the right services for each project’s requirements. • Design and maintain Infrastructure as Code modules using Terraform, Pulumi, CDK, or CloudFormation — ensuring all infrastructure is version-controlled, repeatable, and peer-reviewed. • Architect and manage container orchestration using Docker and Kubernetes, including cluster provisioning, scaling policies, and resource optimization. • Implement networking, security, and compliance best practices across all environments — VPCs, IAM policies, secrets management, encryption at rest and in transit. • Drive cost optimization initiatives by monitoring cloud spend, right-sizing resources, and implementing reserved/spot instance strategies. • Build and maintain CI/CD pipelines using GitHub Actions, Jenkins, or GitLab CI — automating build, test, and deployment workflows across multiple environments (dev, staging, production). • Implement GitOps practices and progressive deployment strategies (blue-green, canary, rolling updates) to minimize release risk. • Automate operational tasks — infrastructure provisioning, environment setup, log rotation, certificate renewal, backup and restore — reducing manual toil. • Manage environment parity across development, staging, and production to ensure consistent and reliable deployments. • Set up and maintain observability stacks using Prometheus, Grafana, ELK, Datadog, or equivalent tools — covering metrics, logs, traces, and alerting. • Define and track SLOs and SLIs for critical services, driving reliability improvements based on data. • Lead incident response — triage production issues, coordinate resolution, conduct blameless post-mortems, and implement preventive measures. • Conduct regular security audits, vulnerability scanning, and patch management across infrastructure and services. • Manage employee onboarding and offboarding — provisioning and deprovisioning accounts across Google Workspace, Slack, GitHub, Notion, Linear, and other internal tools. • Administer identity and access management using Okta, Azure AD/Entra ID, or Google Workspace Admin — managing SSO, MFA, RBAC, and access reviews. • Maintain VPN infrastructure and network access policies for the remote workforce. • Document IT processes, maintain runbooks, and build self-service guides to reduce recurring support requests. • Support client teams with deployment issues, environment provisioning, and infrastructure handoffs. • Troubleshoot client-facing environment problems — networking issues, access configuration, service connectivity, and deployment failures. • Partner with project leads to design and stand up client-specific infrastructure aligned with project requirements and security standards. • Provide clear, timely communication to both internal and external stakeholders during incidents and infrastructure changes.