Technology Support III - Incident Manager

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Job Description

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

As a Technology Support III team member in the Corporate and Investment Bank, 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
• 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
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible
• Drive the technical bridge to manage all diagnostic and resolution activities
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, JPMC lines of business
• Responsible for high quality, consistent, accurate incident and process related data
• Participate in post-incident reviews and problem management activities
• Proactively contribute to improvement activities during incident downtime

Required qualifications, capabilities, and skills

• 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
• Prior experience of running the incident bridge/zoom for application and/or technology issues
• Knowledge and understanding of Incident Management best practices, skills and tools
• Broad understanding of technology frameworks across mainframe, midrange, distributed and cloud technologies
• General understanding of Financial Services and key drivers of business performance
• Excellent (both written and oral) communication skills who can demonstrate confidence with senior technology and business management
• Ability to influence others across all contributing teams and disciplines
• Strong team player, ability to foster relationships from both a business and technical point of view
• Can repeatedly demonstrate strong adherence to process and procedures

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Application or production support experience preferred although Application Development experience a plus
• Experience with Service Now is preferred
• ITIL training and certification preferred
• Committed to process improvement, LEAN and/or Six Sigma training a plus

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.