JPMorgan Technology Support III Major Incident Manager 

Singapore, Singapore 

185421269

As a Technology Support III team member in Infrastructure Platforms (IP), 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.The role will require coverage on a shift basis including weekends.

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
• Own and drive incident calls collaborating with technical resolvers, production management, application development, line of business incident managers and senior leadership with the goal of reducing and mitigating impacts
• Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Contribute ideas to evolve our processes, working practices and stakeholder relationships
• Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues

Required qualifications, capabilities, and skills

• Formal training on certification on relevant concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor’s degree in Computer Science or equivalent
• 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
• Ability to multitask in a fast-paced environment utilizing multiple tools
• Ability to exercise sound judgment and decision-making under pressure
• General understanding of Financial Services and key drivers of business performance
• Excellent verbal and written communication and ability to engage with senior stakeholder
• Team player and the ability to foster relationship

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Knowledge of ServiceNow, AWS & Azure Cloud Technologies
• ITIL Foundation Certified