JPMorgan Technology Support 

Singapore 

574371759

The Payments Solution Center, provides 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. You will be required to manage interactions with business partners at all levels and across multiple lines of business. You will also be responsible for ensuring daily tasks are completed. You will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business.

Job responsibilities

• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations
• Assist in the improvement of operational stability and availability through participation in problem management
• Assist in monitoring production environments for anomalies and address issues using standard observability tools
• Identify and document basic issues and potential solutions for business and technology stakeholders
• Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes
• Work with minimal direction/independently, keeping management informed of progress and escalating issues
• Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
• Outreach to clients proactively and internal partners to address processing errors or in support of platform changes
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners. Ensure client satisfaction and confidence in JP Morgan’s service offering, based on Client Satisfaction (CSAT), is at or above departmental standards
• Work on Shift: Day + Weekend (Will require more than one weekend day), Full-time in office, across various shifts, and holidays where supported markets are open

Required qualifications, skills, and capabilities

• 1+ years of Customer Service or other experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services
• Familiarity with applications or infrastructure in a large-scale technology environment on-premises or in the public cloud

• Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns
• Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
• Able to effectively manage operational risk through adherence to established procedures and controls
• Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

• Exposure to one or more general-purpose programming languages or automation scripting
• Exposure to Information Technology Infrastructure Library (ITIL) framework
• 2+ years of Technical Support experience
• Effective analytical approach and complex problem-solving skills
• Able to translate complex technical information into simple terms