JPMorgan Technology Operations II 

United States, New York, New York 

452718438

As an Executive Technology Support Professional, you’ll design, test, and deploy a wide variety of advanced technology desktop, mobile and multimedia components to deliver custom services and support to top executives in the firm. You’ll analyze, design, and implement support processes, strategies and service improvements aimed at improving technology performance and delivering a seamless technology experience. You’ll lead global efforts from internal and external teams that deliver technology projects impacting those executives. You'll use your communication skills to liaise, negotiate and influence other technology Engineering and Operations teams to diagnose and resolve all technology issues affecting senior executive users., you’ll design, test, and deploy a wide variety of advanced technology desktop, mobile and multimedia components to deliver custom services and support to top executives in the firm. You’ll analyze, design, and implement support processes, strategies and service improvements aimed at improving technology performance and delivering a seamless technology experience. You’ll lead global efforts from internal and external teams that deliver technology projects impacting those executives. You'll use your communication skills to liaise, negotiate and influence other technology Engineering and Operations teams to diagnose and resolve all technology issues affecting senior executive users.

Job responsibilities

• Exhibits advanced knowledge of performance metrics and reporting, technical problem resolution and risk management
• Gathers and analyzes data to effect meaningful change in areas that need improvement.
• Demonstrates advanced knowledge of architecture, design, and business processes
• Coaches exceptionally to foster top talent and promote a culture of excellence.
• Communicates and drives the strategic direction of the firm, delivering technology solutions that meet internal and external needs.
• Prioritizes customer experience, reviewing feedback, hosting customer forums and focus groups to proactively address the needs of the customer.
• Drives Performance and develops teams – Recruit diverse talent, run disciplined performance reviews and regularly collaborate and check-in on priorities to help focus on key results.
• Effectively collaborates with Peer group to identify and highlight best practices in support through continuous assessment, and elevating process and product recommendations to senior managers.
• Provides a stable and resilient operating environment. Emphasis shall be applied towards maximizing the potential of all available resources, expanding the capabilities and productivity of technical staff, and continuing to improve upon past performance. Proactively identify gaps in process and offer ideas for improvement in areas that require remediation or enhancement.

Required qualifications, capabilities, and skills

• Up to 6 months of experience in problem-solving and delivering first contact end-user support to help resolve issues in real-time, including hardware, software, and network support
• Exposure to support communication and resolution tools such as live chat, incident/service request management, and runbooks to help solve system issues
• Baseline knowledge of typical technology operational issues
• Ability to troubleshoot and resolving hardware and software issues related to desktop/laptop computers and mobile devices such as smartphones and tablet computers.
• Thorough understanding of Windows Operating Systems, Windows Active Directory, MS Exchange, MS Office, MS SharePoint, Blackberry Enterprise Services, Bloomberg, RSA SecurID, Citrix Receiver, LAN/WAN, and file& print infrastructures. Solid working knowledge of iOS devices.
• Experience with Video and Audio conferencing technologies- especially Zoom, IPTV Technologies and Smart boards.

Preferred qualifications, capabilities, and skills

• Agile Framework such as Scrum Master or Scrum Product Owner,
• ITIL Intermediate or equivalent Service Management and Audio Visual CTS, CTS-I or CTS-D
• Ability to travel to different locations globally