JPMorgan Technology Support III / Incident Management 

United States, Ohio, Columbus 

5303645

As a Technology Support III team member in Infrastructure 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

• 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
• Coordinatie the resolution of critical Major Incidents utilizing technical and business resources in (24x7x365) enterprise organization
• Ensure the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and proactively identify systemic issues
• Represent the firm in ensuring that technology and business team members are involved only with valid critical incidents that have a clearly defined business impact (financial, regulatory, reputational, fiduciary)
• Provide executive communications to a global audience with incident details, impacts and resolution
• Utilize Incident Management related software in an agile environment to capture stories that will lead to improvements

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
• Major incident management coordination experience in a large Agile environment
• Excellent written and verbal communicatiion skills
• Support experience in a (24x7x365) enterprise organization utlizing the follow the sun model
• Experience with Incident industry standarized tool sets and processes
• Solid judgement skills with strong verbal and written communication

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Experience in a large Finance or banking technology environment