JPMorgan Major Incident - Technology Support III 

United States, Texas, Houston 

297262014

As a Major Incident - Technology Support III 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.
• Adhering 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

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
• Relevant Incident management experience in an enterprise scale environment
• Experience in Executive Presence, including the ability to summarize, recommend, and present issues and solutions to Senior Managers and Executive Leadership as needed
• Possess critical thinking and troubleshooting skills
• Strong ability to think and act independently to resolve production issues with a sense of urgency and agility
• Proven experience of achieving goals in a high-performance environment
• Advanced analytical skills
• Ability to multitask, work collaboratively in teams and develop meaningful relationships to achieve common goals
• 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

• Experience with one or more general purpose programming languages and/or automation scripting