Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III at JPMorgan Chase within the Consumer & Community Banking and J.P. Morgan Advisors (JPMA), you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
Job responsibilities
- Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
- Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
- Identity issues for escalation and communication, and provide solutions to the business and technology stakeholders
- Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
- Using your technical knowledge and exemplary customer service skills to resolve technology issues raised via email and ServiceNow query system
- Trouble shooting issues using basic technology skills (reading logs, basic SQL) and working closely with Level 3 system-facing teams to manage resolution of application issues.
- Support the technology agenda and act as brand ambassador for Technology Service Delivery and the Technology Franchise. Liaising with Technology project managers/business analysts on assigned topics to understand technology, conduct knowledge transfer sessions, and ensure team knowledge is current
- Significantly improve the quality of service and proactively contribute to the enhancement of the user experience
- Be user-centric and manage the relationship throughout the resolution process with regular end-user updates
- Responsible to support application systems in operation, including tasks related to identifying and troubleshooting of application and data issues, including resolution or escalation of issues.
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Experience in observability and monitoring tools and techniques
- Accountable for issue resolution, provide insights to technology and product teams on improvement opportunities
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date (ServiceNow)
- Working Business Analyst experience
- Require AWS Practitioner or higher Certification to demonstrate proficiency to demonstrate knowledge of applications or infrastructure in a large-scale technology environment both on premises and public clouds. AWS certification required (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, or equivalent).
- Exemplary customer service, organizational and disciplined time management skills that render positive results.
- Strong analytical, decision-making, and stakeholder management skills, with experience influencing stakeholders.
- Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative
- Customer focused and service oriented, with the ability to deliver user engagement training of applications during troubleshooting sessions
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Experience with visualization tools (Tableau, QlikSense, etc.)
- Wealth management business knowledge
- ScrumMaster experience
- Detail oriented with superior written, verbal, analytical and problem solving skills
- Ability to provide organized and clear documentations. Creating/updating
