JPMorgan Client Service Delivery Associate - Migration Support 

Philippines, Cebu City 

565323235

Client Service Delivery Associate within the Central Migration team, you will be responsible for supporting clients migrating from a heritage data center to new data center. In order for clients to leverage the new Data Centers for both Test and Production, you will need to make updates to their firewalls and cryptography settings. As part of your role, you will be making outbound calls and sending outbound emails as well as handling inbound calls & emails, providing clients with information about the impact of the Data Center changes and performing troubleshooting if they are unable to connect and documenting all interactions in our tracking tool. You will need to have general technical background familiar with transmissions, firewalls, file protocols, cryptography settings (ciphers, KEX, HMAC) and verbose logs.

The team will provide support for the Host-to-Host Transmission Services, MFT and API clients . Host to Host provides a secure, electronic communications environment that offers a variety of connectivity and security options for any line of business in J.P. Morgan. The service leverages industry-standard message formats, open network communications, and advanced security techniques to satisfy client requirements in accordance with J.P. Morgan IT Control and Security Policies.

Job responsibilities:

• Monitoring of the group mailbox and assignment of email inquiries that require investigation.
• Review of accuracy and timeliness of client email responses
• Support the development and maintenance of policies, procedures, and training materials.
• Handle escalated issues as necessary, ensuring that the defined escalation procedures are followed, and escalations fully resolved
• Partner with Production Management teams to troubleshoot complex network problems impacting client’s file transmissions.
• Partner with the leadership team, and business partners to resolve client issues and to meet business goals.
• Provide reporting on call and email volumes and SLAs
• Monitor Migration Specialists performance and adherence to documented procedures
• Provide Migration Specialists with performance feedback

Required qualifications, skills and capabilities:

• At least 2 years experience in Technical Support experience.
• Able to work a shift that falls between the hours of 8am and 8pm ET and outside of normal coverage times as needed.
• Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
• Effective analytical approach and problem-solving skills.
• Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work.
• Effective time management and organizational skills
• Strong verbal and written communication skills.
• Able to convey technical information into simple terms.
• Able to build and maintain good working relationships with business partners .
• Working knowledge of transmissions, firewalls, protocols, and security, FTP communication technologies, operating systems such as Windows, Linux, and Unix