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JPMorgan Technology Support III / Incident Management 
United States, Ohio, Columbus 
5303645

31.07.2024

As a Technology Support III team member in Infrastructure Platforms, 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

  • 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
  • Coordinatie the resolution of critical Major Incidents utilizing technical and business resources in (24x7x365) enterprise organization
  • Ensure the firm’s monitoring and automation platforms are actively leveraged to drive continuous improvement of business data and proactively identify systemic issues
  • Represent the firm in ensuring that technology and business team members are involved only with valid critical incidents that have a clearly defined business impact (financial, regulatory, reputational, fiduciary)
  • Provide executive communications to a global audience with incident details, impacts and resolution
  • Utilize Incident Management related software in an agile environment to capture stories that will lead to improvements

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
  • Experience in observability and monitoring tools and techniques
  • Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
  • Major incident management coordination experience in a large Agile environment
  • Excellent written and verbal communicatiion skills
  • Support experience in a (24x7x365) enterprise organization utlizing the follow the sun model
  • Experience with Incident industry standarized tool sets and processes
  • Solid judgement skills with strong verbal and written communication

Preferred qualifications, capabilities, and skills

  • Experience with one or more general purpose programming languages and/or automation scripting
  • Working understanding of public cloud
  • Experience in a large Finance or banking technology environment