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

Executing the Incident Management processes from initiation to resolution using strong facilitation, planning and time management. Command and control of Incident bridges with business, technology and external vendors. Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments. Facilitate timely communications to customers to help manage their experience using our communication tooling 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, and JPMC lines of business. Ensure 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

Troubleshoot, resolve, and maintain information technology services with experience or equivalent expertise. Demonstrate knowledge of applications or infrastructure in large-scale technology environments, both on-premises and in the public cloud. Utilize observability and monitoring tools and techniques effectively. Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework. Run incident bridges/Zoom sessions for application and/or technology issues. Understand Incident Management best practices, skills, and tools. Possess a broad understanding of technology frameworks across mainframe, midrange, distributed, and cloud technologies. Have a general understanding of Financial Services and key drivers of business performance. Exhibit excellent written and oral communication skills, demonstrating confidence with senior technology and business management. Influence others across all contributing teams and disciplines. Be a strong team player, fostering relationships from both a business and technical perspective, with a strong adherence to processes 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