JPMorgan Premier Client Support Specialist - Technology II 

United States, Florida, Tampa 

948565062

As a Technology Support II team member in the Payments Technology group, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. You will be the face of Payments Technology to the large corporate clients with client communication, technical relationship management, and delivering Root Cause Analysis as large components of this role. You will drive significant business impact through your capabilities and contributions, and apply deep technical expertise and problem-solving methodologies to tackle a diverse array of challenges that span multiple technologies and applications.

Job responsibilities

• Regularly provides technical guidance and direction to support the business and its technical teams
• Report on multiple product performances using service level agreements as basis
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirement
• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders

Required qualifications, capabilities, and skills

• 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Hands-on experience in digital technologies
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Ability to translate technical aspects to non-technical audiences
• 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

• Experience with Grafana, Geneos and Splunk and the data analysis of the outputs
• Knowledge of the Payment process rails such as Real Time Payments, Automated Clearing House, Payment FX processing, Wires, Push to Card, eWallet, and JPM Coin will be beneficial
• Intermediate knowledge and use of PowerPoint and Excel for client facing presentations
• Knowledge of one or more general purpose programming languages or automation scripting