JPMorgan Technology Support III Service Delivery Team 

China, Hong Kong, Hong Kong Island 

215059351

As a Technology Support III team member in Technology Service Delivery Team, 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

• Provide technical and functional support to all our end users within Asset Management.
• Understand the impact, assess the priority and look for rapid solutions or workarounds for each issue,.
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs.
• Troubleshooting issues using technology skills (Splunk, SQL) and working closely with partner teams to manage resolution of application issues.
• Leverage data analytics and reporting skills(Qliksense, Tableau, Alteryx, ServiceNow, etc) to identify issue trends and solutions to top-talkers.
• Document all inquiries, troubleshooting steps, and resolutions; providing knowledge-sharing and solutions with team.
• Take full ownership of issues raised and escalate where needed to other support teams and SRE teams.
• Keep the user updated with the impact and remediation progress of the issue and follow up with the development teams for defects.
• Organize meetings with the users to understand the issues they are facing when using our technology services.
• Provide feedback and reports to tech teams and product owners on application requirements, helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs.
• Manage projects and drive application onboarding with sense of urgency.

Required qualifications, capabilities, and skills

• Strong communication skills (both written and verbal)
• Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
• Highly disciplined and process oriented with an attention to detail
• Outstanding ownership and dedication to the role required. Analytical skills and validation skills required
• Exposure to AI/ML
• Basic knowledge of banking products and interest in the finance world
• Data analytics and reporting skills
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Experience with database queries
• Awareness and exposure to change management methodologies and best practices. Awareness and exposure to systems development practices and methodologies.