JPMorgan Technology Support III - Major Incident Management 

United States, Ohio 

933609272

As a Technology Support III – Major Incident Management team member in Consumer & Community Banking – Mission Control, 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

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
• Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
• Ensure adherence to critical process and procedure, and appropriate escalations in support of production incidents.
• Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Ensure incident data is accurately captured and documented.
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
• Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
• Relevant Incident management experience in an enterprise scale environment.
• Extensive customer service, communication, and client interaction skills.
• Possess critical thinking and troubleshooting skills.
• Strong ability to think and act independently to resolve production issues.
• Ability to act with a sense of urgency and agility
• Must display a history of achieving goals in a high-performance environment.
• Advanced analytical skills.
• Must be able to multitask in a fast-paced environment utilizing multiple tools.
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

Preferred qualifications, capabilities, and skills

• Knowledge of ITL and Cloud Computing