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JPMorgan Technology Support III Major Incident Manager 
Singapore, Singapore 
185421269

25.06.2024

As a Technology Support III team member in Infrastructure Platforms (IP), 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.The role will require coverage on a shift basis including weekends.


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
  • Identity 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
  • Own and drive incident calls collaborating with technical resolvers, production management, application development, line of business incident managers and senior leadership with the goal of reducing and mitigating impacts
  • Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
  • Contribute ideas to evolve our processes, working practices and stakeholder relationships
  • Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues

Required qualifications, capabilities, and skills

  • Formal training on certification on relevant concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
  • Bachelor’s degree in Computer Science or equivalent
  • 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
  • Ability to multitask in a fast-paced environment utilizing multiple tools
  • Ability to exercise sound judgment and decision-making under pressure
  • General understanding of Financial Services and key drivers of business performance
  • Excellent verbal and written communication and ability to engage with senior stakeholder
  • Team player and the ability to foster relationship

Preferred qualifications, capabilities, and skills

  • Experience with one or more general purpose programming languages and/or automation scripting
  • Working understanding of public cloud
  • Knowledge of ServiceNow, AWS & Azure Cloud Technologies
  • ITIL Foundation Certified