Technology Support III

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 Commercial & Investment Bank (CIB) Payments Technology Team, 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

• Treat operations as software problems, solve system failures, minimize client impacts and ensure all systems function seamlessly to meet business needs.
• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Monitor production environments for anomalies and address issues utilizing standard observability tools.
• Create proactive event management through observability and developing automation to minimize toil.
• Work closely with the Software Engineering and Product teams/other stakeholders to understand issues, drive resolutions, and stability enhancements of the applications, leading to improvement in operational stability, performance, and availability.
• Create, continuously improve, and maintain real-time monitoring dashboards to ensure system operability and performance.
• Identify trends and assist in the management of incidents, problems, and changes in support of full-stack technology systems, applications, or infrastructure.
• Ensure resiliency of the platform through managed Disaster Recovery (DR), Site Reliability (SR), and High Availability (HA) events.

Required qualifications, capabilities, and skills

• Bachelor's Degree in Computer Science, Mathematics, or related disciplines.
• Formal training or certification on technology support concepts and 3+ years of experience in a similar role troubleshooting, resolving, and maintaining information technology services
• Experience supporting public/private cloud-based applications.
• Knowledge in automating daily support operations using scripting and tooling.
• Experience in one or more observability and monitoring tools and techniques like Grafana,Datadog, Dynatrace, Splunk, ITRS Geneos.
• Knowledge of one or more general-purpose programming languages or automation scripting (Python, UNIX shell scripting, etc.).
• Experience with one or more major cloud services (AWS) and Infrastructure as Code tooling.
• Understanding of networking concepts and troubleshooting.
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals.
• Possesses a continuous improvement mindset.

Preferred qualifications, capabilities, and skills

• Certification in Cloud technologies
• Familiarity with ITIL support methodologies and concepts.
• Experience/knowledge of working in a DevOps/SRE model would be an advantage.

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

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.