Technology Support III - Production Incident Management

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 Corporate Technology and Employee Platforms, 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

• Provide support to 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 drive resolution for incidents and problem management supporting of full stack technology systems, applications, or infrastructure.
• Working on incident, problem, event management for employee platforms.
• Coordinate the resolution of critical Major Incidents utilizing technical and business resources in 24x7x365 enterprise organization.
• Driving Major Incidents to resolution authoritatively and confidently.
• Sending executive communications to a global audience giving details of the incident and impacts to the business, including next steps and root cause analysis.
• Assisting with root cause analysis for all critical Major incidents and driving resolution to the issues.
• Partnering with peers to assist in coordination and identification of "Air Traffic Control" across the various technical estates during the incident.
• Deal with change and problems related to Incident and overall Production Management.

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 working in ServiceNow.
• Root Cause Analysis (RCA) understanding and experience.
• Experience with problem statement, Problem task (PTASK) and documentation.
• Experience in observability and monitoring tools and techniques.
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework.

Preferred qualifications, capabilities, and skills

• Experience in Incident Management tools, specifically ServiceNow.
• Experience with one or more general purpose programming languages and/or automation scripting.
• High organizational skills.
• AWS Cloud Practitioner.
• Working understanding of public cloud.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.