JPMorgan Applications Support - Corporate & Investment Banking 

Philippines, Cebu City 

369888732

Job Responsibilities:

• Efficiently manage crisis-level events from beginning to end, including assessment and communication of impact to internal and external clients
• Engage in a variety of ad-hoc duties advocating on behalf of the client experience
• Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners.
• Collaborate with Technology and Operations partners on large scale, complex issues
• Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
• Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting work streams
• Manage client contractual SLA tracking, reporting and penalty assessment
• Draft effectively, read, and interpret legal documents with Excellent client facing negotiation skills
• Demonstrate discretion and high integrity managing sensitive issues and consumer data and Rotational on-call availability based on team needs
• Research and resolved issues escalated from Technology Operations internal alerts, Help Desks, or other departments and provide accurate problem identification, ticket documentation and customer/vendor dialogue
• Provides activity, progress and status reports to management and keeps management posted of any critical issues

Required qualifications, capabilities and skills:

• Minimum 3 years of client interaction experience
• Demonstrated excellence in ability to communicate effectively to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process)
• Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines. Strong knowledge of the merchant services industry, products, and services with a strong technical acumen
• Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills
• Proven ability to effectively manage multiple priorities, attention to detail in a fast-paced, high-pressure environment.
• Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience.
• Understanding of monitoring tools (Datadog, Dynatrace, Grafana, etc.)
• Understanding of Computer programming languages (.Net, Java, Perl, JavaScript, HTML, etc.)
• Self-Starter who can proactively engage a virtual, cross organizational team without formal direction with the ability to identify, troubleshoot, and skilled in problem solving and decision making.
• Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others.
• Project management skills