Service Support Specialist

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role.

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together.

Schwab Technology Services enables the future of how clients manage their money by providing innovative and reliable technology products and services as part of our ongoing commitment to democratize access to investing and financial planning.

The ITO Observability team helps manage risk to the firm by monitoring the real-time health and performance of software applications running across thousands of servers in a complex, multi-location network environment. This team-based role requires strong attention to detail, sound judgment, and the ability to respond quickly when potential instability or anomalies are identified. When an issue is detected, this role leverages a broad information base, established procedures, and cross-functional collaboration to support timely restoration and minimize business impact.

Roles & Responsibilities:

• Monitor Schwab systems for anomalies, indicators of instability, and potential service-impacting events; escalate to the appropriate support teams to drive timely restoration.
• Identify opportunities to improve, automate, and streamline monitoring, alerting, and escalation workflows.
• Analyze operational data and trends to identify workflow improvements, reduce noise, and strengthen service reliability.
• Draft clear, concise communications for business partners regarding system instability, potential impact, and recommended mitigation steps.
• Present the enterprise-wide status of Schwab systems during recurring operational readiness and status meetings.
• Maintain high service standards and support business Service Level Agreements during incidents and service-impacting events.
• Provide hands-on troubleshooting and technical support where applicable.
• Create and maintain documentation for operational processes, procedures, knowledge articles, and training guides.
• Apply Copilot and other AI-enabled tools to support problem solving, improve efficiency, and explore agent-based solutions that streamline operational workflows.

What you have

• Bachelor's degree in Computer Science or equivalent professional experience in IT Operations.
• 4+ years of experience in a large-scale, 24x7, high-availability data center or enterprise technology environment.
• Foundational understanding of distributed and server operating systems, server administration, network components, virtualization, and cloud computing environments gained through professional experience or formal technical training.
• Experience with event management platforms, such as Moogsoft.
• Experience with monitoring and visualization platforms, such as Grafana.
• Familiarity with Confluence, Jira, and Remedy/SmartIT service management tools.
• Strong attention to detail, with the ability to execute tactical responsibilities accurately in a fast-paced environment.
• Demonstrated ability to act as a change agent by bringing forward innovative ideas, solving problems, and delivering practical solutions.
• Ability to influence and collaborate effectively with others through constructive communication and positive reinforcement.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.