JPMorgan Technology Support III - Incident Management 

United States, Texas, Houston 

942315204

As a Technology Support III team member in Corporate 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

• Partner with technology owners and subject matter experts (SME's) to drive toward a permanent resolution and ultimately driving down recurrence
• Analyzes incident, problem, and change data, working logically to identify the causes of recurring incidents noise in the environment, and ensure that plans and actions are in place to eliminate and resolve issues.
• Eliminate problem recurrence after the first iteration and apply the solution across like technologies and situational constructs
• Participate in regular quality assurance reviews to ensure robust and effective Problem Tasks that will permanently fix the identified root cause
• 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

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing Root Cause Analysis (RCA) entries within ServiceNow
• Experience creating dashboards and reports in Tableau
• Proficient in pattern recognition and data correlation
• Advanced Excel Knowledge with ability to dissect large data files, utilizing formulas, minor scripting, and filtering
• Ability to interface and work with multiple teams across regional boundaries and communication channels
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure
• Strong cross technology background in areas such as network, distributed, end user, storage and mainframe
• Ability to influence and lead technical conversations with various infrastructure support groups
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Working understanding of public cloud