JPMorgan Technology Support II Analyst - Portuguese 

United States, Florida, Tampa 

687261457

The expected work shift is “Day + Weekend”, meaning it is a day shift (1st or 2nd) that would potentially require working a weekend day as part of the work week.

Job responsibilities

• Be flexible to work in a 24/7 hybrid work environment, across various shifts, and US holidays where supported customers are open.
• Manage interactions with business partners at all levels across multiple lines of business
• 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

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• 2+ years of Customer Service experience
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Portuguese language skills strongly preferred
• Exposure to Information Technology Infrastructure Library (ITIL) framework
• Knowledge of one or more general purpose programming languages or automation scripting
• Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products