Associate Director, Tech Support Specialist

UBS; Raleigh (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

UBS Business Solutions US LLC in Morrisville, NC is seeking an Associate Director, Tech Support Specialist to lead production support, incident and problem management, and service quality across global users.

You will analyze reports, partner with development and infrastructure teams, manage SLAs, and guide on-call coverage including weekend triage, while aligning with ITL framework and risk management.

Qualifications

• Master’s degree in Software Engineering, Information Technology, or related field with 1 year of experience or
• Bachelor’s degree with 3 years of relevant experience in the job offered or related occupation.

Responsibilities

• Provide production support following ITL Framework: Incident and Problem Management, Release and Risk Management.
• Analyze stored procedures and reports to improve client report accuracy and application stability.
• Communicate issues to development and infrastructure teams to fix root causes and prevent recurrences.
• Handle user queries via chats, email, and ServiceNow; perform weekend triage when changes are deployed.
• Maintain client relationships, monitor SLAs, and support cross‑functional project implementations.

Skills

Python

Bash scripting

CI/CD tools

Jenkins

GitLab CI/CD

TeamCity

Splunk

UNIX

Linux

Oracle

ITRS Geneos

Education

Master’s degree in Software Engineering / Information Technology

Bachelor’s degree in Software Engineering / Information Technology

Tools

Jenkins

GitLab CI/CD

TeamCity

Job description

UBS Business Solutions US LLC is seeking an Associate Director, Tech Support Specialist in Morrisville, NC

Job Details

Job Type: Full Time

Job Reference #: 343610BR

City: Raleigh

Key Responsibilities

Are you an innovative thinker? Do you enjoy delivering enhanced change capabilities across a range of business functions? Are you passionate about IT process automation using cutting edge tooling platforms?

We’re looking for an Associate Director, Tech Support Specialist to:

• Optimize service issues, gaps, and implement service quality. Analyze various stored procedures which generate client reports. Ensure effective maintenance of application stability resulting from a process failure, infrastructure, application capacity and performance.
• Articulate the problems to the development and infrastructure teams to provide a solution to fix the root cause and prevent the recurrence of issues. Perform the full spectrum of Production Support responsibilities based on the ITL Framework: Incident and Problem Management, Release Management, and Risk Management. Provide application support for global users. Support the Service and Product Manager across several technical domains.
• Handle user queries received through chats, email, and ServiceNow tickets by investigating data inconsistency between data published in reports versus user expectation. Triage with application support team during weekends when change management is implemented for the application.
• Support the relationships with clients while keeping them informed of progress and issues to set expectations on all project requirements and deliverables. Facilitate implementation of application support systems in the organization and engage in the design and development of various projects.
• Adhere to strict SLAs for response, restoration times and batch completion. Contribute towards regular team meetings for discussing pending issues, knowledge sharing and handovers.

The team

Diversity helps us grow, together. That’s why we are committed to fostering and advancing diversity, equity, and inclusion. It strengthens our business and brings value to our clients.

You’ll be working with the Tech Support Specialist team in Morrisville, NC.

Your Skills And Experience

Education & Experience Requirement:

• Master’s degree or foreign equivalent in Software Engineering, Information Technology, or a related field of study plus 1 years of experience in the job offered or 1 years of experience as a Financial Examiner, Support Analyst, Application Support Lead, or a related occupation.

Alternate Education & Experience Requirement:

• Bachelor’s degree or foreign equivalent in Software Engineering, Information Technology, or a related field of study or a related field of study and 3 years of experience in the job offered or 3 years of experience as a Financial Examiner, Support Analyst, Application Support Lead, or a related occupation in lieu of Master’s degree and 1 year of experience.

Position requires experience with the following:

• Python; Bash scripting; CI/CD tools, like Jenkins, GitLab CI/CD, TeamCity; Splunk; ITRS Geneos; troubleshoot complex system and application issues and implement improvements; UNIX; Linux; Oracle.

About Us

UBS is a leading and truly global wealth manager and the leading universal bank in Switzerland. We also provide diversified asset management solutions and focused investment banking capabilities. Headquartered in Zurich, Switzerland, UBS is present in more than 50 markets around the globe.

We know that great work is never done alone. That’s why we place collaboration at the heart of everything we do. Because together, we’re more than ourselves. Want to find out more? Visit ubs.com/careers.

Join us

At UBS, we know that it's our people, with their diverse skills, experiences and backgrounds, who drive our ongoing success. We’re dedicated to our craft and passionate about putting our people first, with new challenges, a supportive team, opportunities to grow and flexible working options when possible. Our inclusive culture brings out the best in our employees, wherever they are on their career journey. And we use artificial intelligence (AI) to work smarter and more efficiently. We also recognize that great work is never done alone. That’s why collaboration is at the heart of everything we do. Because together, we’re more than ourselves.

We’re committed to disability inclusion and if you need reasonable accommodation/adjustments throughout our recruitment process, you can always contact us.

Disclaimer / Policy statements

UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.