JPMorgan Incident Management / Tech Support III 

United States, Ohio, Columbus 

654019204

As a Technology Support III team member in Infrastructure Platform Incident Management, 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
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identify 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
• Provide leadership to meticulously review and analyze the impacts of technology controls, ensuring alignment with existing and emerging global regulatory requirements
• Expertly identify and marshal all necessary resources, leading technology incident regulatory impact assessments under stringent time constraints to ensure the timely collection and submission of all pertinent regulatory requirements
• Assist in the strategic development and implementation of the firm's technology policies, standards, procedures, control guidance, and training programs, fostering a culture of compliance and excellence.
• Cultivate and maintain robust business and technology relationships, establishing yourself as a trusted partner
• Actively design and manage a personal improvement plan to set and achieve team and individual performance goals, demonstrating a commitment to professional growth and excellence.
• Participate in post-incident reviews and problem management activities with a dedication to continual learning and process enhancement, driving improvements in incident management practices
• Proactively engage in improvement initiatives during incident downtime, leveraging insights and expertise to enhance system resilience and operational efficiency

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
• Expertise in product and infrastructure support
• Knowledge of risk and controls landscape, ensuring company-wide standards are met
• Ability to execute within a customer-centric environment
• Experience in Incident management process and procedures within a large techology environment
• Excellent communication skills in leading incident resolution
• Strong teaming skills along with building relationships across LOBs
• Must be able to work back end shift 8amEDT to 7:30pmEDT Thursday thru Saturday and every other Wednesday

Preferred qualifications, capabilities, and skills

• Working understanding of public cloud
• Proefficient in ITSM