JPMorgan Senior Support Specialist 

India, Karnataka, Bengaluru 

542228332

As a Senior Support Specialist for our cutting edge digital investment banking application, you will play a crucial role in maintaining the operational excellence of our product. As a digital first organization, we view product availability & client experience to be the most important metrics our business has to offer. You will be responsible for monitoring, triaging and coordinating response to issues and alerts, ensuring minimal impact on client activity and experience. You will lead the team in driving a culture of proactively identifying issues (as well as resolving user reported issues), reducing time it takes to accurately triage an issue and have oversight of the lifecycle of issue resolution, focusing on effective communication and timely updates.

Job Responsibilities

• Proactive monitoring: regularly monitor application performance and health with tools such as Splunk, Datadog & AWS product suite. Efficiently identify potential issues before they impact users.
• Issue triage and coordination: Respond to and triage user-reported and system generated errors and alerts. Determine the impact and responsible party for resolution. Ability to contribute to issue resolution is encouraged.
• Communication: Lead and coordinate communication across teams and with stakeholders during the lifecycle of the issue. Ensure timely updates and follow ups until issues are fully resolved.
• Incident management: Proficiency or a willingness to learn and follow our Change, Incident and Problem management process. This goes hand in hand with timely communication and it is critical to resolving business-impacting issues.
• Tool development: Contribute to the creation and refinement of the tool suite you use on a day to day basis to improve your working experience.

Required qualifications, capabilities, and skills

• 7+ years of experience in digital operations support, with a strong focus on issue triage.
• Proficiency (as a power user) of at least one of the tools mentioned above is required.
• Basic level knowledge of python or SQL is a bonus.
• Strong analytical skills and the ability to work independently.
• Excellent communication and coordination skills, capable of working effectively under pressure.
• The position requires working 8 hour shifts that will fall within the morning or eve of your time zone to ensure 24 hour coverage for the application at large