JPMorgan Technology Support III - CT PAC Major Incident Manage 

United States, Texas, Houston 

283934378

As a Technology Support III team member inCorporate Technology, 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:

• 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
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible
• Run the technical bridge to drive all diagnostic and resolution activities
• 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
• Proactively contribute to improvement activities during incident downtime.
• Review the CT environment to proactively identify events or lower severity incidents that could have major business impact if not resolved swiftly.
• Process-driven: In-depth knowledge and attention to detail in identifying and acting upon continual service improvements to processes and documentation.

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 in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Experience with Incident Management tool ServiceNow (Required)
• Perform on-call support as required.
• ITIL training and certification preferred.
• Tableau and or Alteryx experience required
• Broad understanding of technology frameworks across mainframe, midrange and distributed.
• Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)
• Experience with Incident Management tool ServiceNow (Required)

Preferred qualifications, capabilities, and skills:

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Automation/coding/experience is a definite asset (SQL/Python/Java/Splunk)
• AWS practitioner certification is a plus