Technology Support III - Production Management, Issues Management

Job Description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Commerical & Investment Bank - Production Management team, 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:

• Serve as a Senior SME within the Issues Management Team
• Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate root cause analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities
• Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components
• Leads and ensures assigned project activities are completed within established timelines

 

Required qualifications,capabilities and skills:

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Bachelor’s degree or minimum 7+ years or relevant experience in performing complex research, troubleshooting, resolving and writing Advanced SQL queries
• Demonstrated strong technical skills, business acumen related to data management, performing complex research and Merchant Services payments processing
• Experience with SQL, Oracle Database, AWS Cloud, AWS Snowflake, Splunk, Unix and Linux Commands
• Excellent communication skills, organizational, time management skills and client facing experience
• Ability to work independently with minimal supervision as well as collaborate within a group
• Experience with incident management, production support and problem management processes
• Experience with Large Language Models (LLM) and experience in automation

 

Preferred qualifications, capabilities and skills:

• Ability to influence and lead technical conversations with other resolver groups as directed
• Executive Presence including summarizing, recommending and presenting issues as well as solutions to Senior Managers and Executive Leadership as requested
• Able to influence internal stakeholders and peers and spearhead process improvement initiatives within Production Management
• Collaborates with Application Management and Development teams to understand application functions and related downstream processing components

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.