JPMorgan Technology Support III - Incident Manager 

United Kingdom, England 

143632466

As a Technology Support III team member in the Corporate and Investment Bank, 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

• Executing the Incident Management processes from initiation to resolution using strong facilitation, planning and time management.
• Command and control of Incident bridges with business, technology and external vendors.
• Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational and financial impacts, knowing when to escalate without sacrificing SLA commitments.
• Facilitate timely communications to customers to help manage their experience using our communication tooling
• Determine and ensure execution of appropriate actions to recover business services as quickly as possible.
• Drive the technical bridge to manage all diagnostic and resolution activities.
• Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, and JPMC lines of business.
• Ensure high quality, consistent, accurate incident and process-related data.
• Participate in post-incident reviews and problem management activities.
• Proactively contribute to improvement activities during incident downtime.

Required qualifications, capabilities, and skills

• Troubleshoot, resolve, and maintain information technology services with experience or equivalent expertise.
• Demonstrate knowledge of applications or infrastructure in large-scale technology environments, both on-premises and in the public cloud.
• Utilize observability and monitoring tools and techniques effectively.
• Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework.
• Run incident bridges/Zoom sessions for application and/or technology issues.
• Understand Incident Management best practices, skills, and tools.
• Possess a broad understanding of technology frameworks across mainframe, midrange, distributed, and cloud technologies.
• Have a general understanding of Financial Services and key drivers of business performance.
• Exhibit excellent written and oral communication skills, demonstrating confidence with senior technology and business management.
• Influence others across all contributing teams and disciplines.
• Be a strong team player, fostering relationships from both a business and technical perspective, with a strong adherence to processes and procedures.

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Application or production support experience preferred although Application Development experience a plus
• Experience with Service Now is preferred
• ITIL training and certification preferred
• Committed to process improvement, LEAN and/or Six Sigma training a plus