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Technology Support Lead, Mission Control
4 months ago
As a Technology Support Lead in Consumer & Community Banking (CCB) Technology, Mission Control Team, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm's systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience.
Job responsibilities
• Work as an individual contributor work with leads across multiple Mission Control and SRE teams to create critical customer journey dashboards to identify breaks in flows
• Continuously work across all retail banking channels of chase.com/ mobile/ branches/ IVR/ POS/ Cards/ ATM and other API and vendor-based systems to identify cross dependencies and areas of contention, SPOF and other resiliency breaks
• Work with SRE and Problem Management teams to identify and address thematic issues over regular time intervals
• Collaborate across the firm and vendor system to continually learn, innovate, and adopt new monitoring technologies and design monitoring solutions that can detect the issues within critical user journeys of the bank
• Identify opportunities to eliminate or automate remediation of recurring issues to improve overall operational stability
• Act as the main point of contact during major incidents for critical user journey and demonstrates the skills to identify & solve issues quickly to avoid financial losses and reduce customer impacts
Required qualifications, capabilities, and skills
• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Proficient in observability and monitoring tools and techniques
• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Ability to multi-task and work flexibly in response to changing demands and manage stakeholders in all aspects and levels.
• Excellent communication skills (e.g., managing global bridges/ writing executive notifications)
Preferred qualifications, capabilities, and skills
• Working knowledge in one or more general purpose programming languages and/or automation scripting
• Practical experience with public cloud
• Prior experience in developing monitoring dashboard development using Splunk / Dynatrace / Grafana and event correlations projects
• Possess in-depth knowledge of the retail financial services domain and related IT systems
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