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Technology Support III / Incident Management

JPMorganChase
Full-time
On-site
Columbus, Ohio, United States
Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement. 

As a Technology Support III team member in Infrastructure Support Incident Management, 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
  • Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
  • Identify 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
  • Lead, review and analyze impacts along with implementing technology controls to meet existing and new global regulatory requirements
  • Identify all resources needed and lead technology incident regulatory impact bridges under time pressure to drive the collection and submission of all in scope regulatory requirements
  • Assist in the development and implementation of the Firm’s technology policies, standards, procedures, control guidance and training
  • Develop and maintain strong business and technology relationships, becoming a trusted partner, as well as building relationships with corporate functions such as Audit, Compliance, Risk and Corporate IT Risk teams
  • Design and manage personal improvement plan to set and meet team and individual performance goals 
  • Participate in post-incident reviews and problem management activities with a commitment to continual learning and process improvement
  • Contribute (proactively) to improvement activities during incident downtime

 

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
  • Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
  • Expertise in product and infrastructure support
  • Experience in risk and controls, ensuring company-wide standards are met
  • Strong teaming skills in collaborating with peers and senior technology and Business management
  • Strong organizational skills and the ability to prioritize workload to meet critical regulatory report submission deadlines
  • Expert in influencing and engaging key stakeholders across all contributing teams and disciplines
  • Proficient in PowerPoint, Excel and Word
  • Must be able to work Thursday, Friday, Saturday and every other Wednesday 8amET -7:30pmET 

 

Preferred qualifications, capabilities, and skills

  • Experience with one or more general purpose programming languages and/or automation scripting
  • Working understanding of public cloud
  • Familiarity of Financial Services and key drivers of business performance
  • Experience in Risk Controls in a very large Technology environment
  • Incident Management experience