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Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III team member in the Corporate and Investment Bank, 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
* Executing the Incident Management processes from initiation to resolution using strong facilitation, planning and time management.
* Command and control of Incident bridges with business, technology, and external vendors.
* Assess and prioritise multiple incidents based on the customer, business, regulatory, reputational, and financial impacts, knowing when to escalate without sacrificing SLA commitments.
* Facilitate timely communications to customers to help manage their experience using our communication tooling
* Determine and ensure execution of appropriate actions to recover business services as quickly as possible.
* Drive the technical bridge to manage all diagnostic and resolution activities.
* Identify all resources needed to resolve the incident, including resources from JPMC partners, external vendors, and JPMC lines of business.
* Ensure high quality, consistent, accurate incident, and process-related data.
* Participate in post-incident reviews and problem management activities.
* Proactively contribute to improvement activities during incident downtime.
Required qualifications, capabilities, and skills
* Troubleshoot, resolve, and maintain information technology services with experience or equivalent expertise.
* Run incident bridges/Zoom sessions for application and/or technology issues.
* Understand Incident Management best practices, skills, and tools.
* Exhibit excellent written and oral communication skills, demonstrating confidence with senior technology and business management.
* Influence others across all contributing teams and disciplines.
* Be a strong team player, fostering relationships from both a business and technical perspective, with a strong adherence to processes and procedures.
* Demonstrate knowledge of applications or infrastructure in large-scale technology environments, both on-premises and in the public cloud.
* Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework.
* Possess a broad understanding of technology frameworks across mainframe, midrange, distributed, and cloud technologies.
* Have a general understanding of Financial Services and key drivers of business performance.
Preferred qualifications, capabilities, and skills
* Application or production support experience preferred although Application Development experience a plus
* Experience with Service Now is preferred
* ITIL training and certification preferred
* Working understanding of public cloud
* Committed to process improvement, LEAN and/or Six Sigma training a plus
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