JPMorgan Technology Support III- Service Management 

India, Karnataka, Bengaluru 

602830302

As a Technology Support IIIProblem Manager

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
• Identify 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
• Set goals, priorities and roadmaps for their area of responsibility
• Lead major stability programs - work with workstream leads to identify key deliverables key metrics to show progress
• Experienced leader who can manage, coach, mentor, develop and grow a team.
• Ability to influence and lead technical conversations with various infrastructure support groups in RCA meetings.
• Sensitivity and urgency in dealing with high-impact outages.
• Ability to interface and work with multiple teams across regional boundaries and communication channels.

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
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Possess excellent writing/analytical skills as well as the ability to be detailed and process oriented.
• Strong overall knowledge of technology business and best practices.
• Advanced understanding of ITIL processes with ITIL Certification, particularly Problem Management.
• IT Service Management experience across Incident, Problem and Change Management.
• Proficient in pattern recognition and Proactive Thematic Problem investigation analysis.
• Good Data Analytics thoughts with Strong skills in data analysis, visualization, and interpretation. Ability to present complex data insights clearly.
• Strong background in areas such as Data Centre, Network, Platform, Distributed, End User and Cloud technologies.
• Knowledge of corporate service management toolsets such as ServiceNow, Service Manager (incident/problem) are essential.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Passion for identifying problems that cause incidents.