JPMorgan Chase
Dallas-Fort Worth, TX

Applications Support Engineer at JPMorgan Chase (Dallas, TX)

| Dallas-Fort Worth, TX
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Job Description As a Application Support/ Site Reliability Engineer (SRE), you'll help build a meaningful engineering discipline, combining software and systems to develop creative engineering solutions to operations problems. Much of our support and software development focuses on optimizing existing systems, building infrastructure and reducing work through automation. You'll join a team of curious problem solvers with a diverse set of perspectives who are thinking big and taking risks. In this environment, you'll take the lead on relevant projects, supported by an organization that provides the support and mentorship you need to learn and grow. As an SRE, you'll be focused on running better production applications and systems.
  • SRE
    • Develop, test and debug automated tasks (Apps, Systems, Infrastructure)
    • Troubleshoot priority incidents, facilitate blameless post-mortems
    • Work with development teams throughout the software life cycle ensuring sustainable software releases
    • Perform analytics on previous incidents and usage patterns to better predict issues and take proactive actions
    • Build and drive adoption for greater self-healing and resiliency patterns
    • Lead and participate in performance tests; identify bottlenecks, opportunities for optimization, and capacity demands

Responsibilities and Qualifications:
  • Incident Management
    • Possess excellent trouble-shooting skills, and the drive to help internal/external customers
    • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
    • Conduct appropriate monitoring tasks to include maintenance and patching validation
    • Gather logs and necessary details to facilitate the analysis of technical issues
    • Create technical documentation to further increase product knowledge
    • Create agile stories for alerting, monitoring and self-healing
    • Collaborate with AD team to bring the appropriate visibility on critical issues
  • Knowledge Management
    • Review historical records on closed cases to increase product and technical knowledge
    • Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
    • Attend training sessions offered and assist with peer training as needed
    • Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
    • Strong configuration and development background combined with reporting and analytics
    • Experience with routing, workflow, design, development and test to support CTI
  • Communication
    • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
    • Demonstrate effectively communication verbally and written to the team and customers
    • Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
    • Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
    • Positive attitude to self-learn and mentor others on new platform skills and technologies
  • Innovation
    • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
    • Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
    • Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies
  • Required Skills
    • 3+ years hands on experience with Dialer (Aspect and Genesys)
    • 3+ years hands on experience with Workforce Management Solutions (Aspect and Genesys)
    • 3+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
    • Subject matter expertise in Telecommunication with Telephony and Contact Center Routing
    • 2+ years of experience with ICON/Infomart application and database, proficient in SQL
    • Must have hands-on experience on Unix, Windows and VMware
    • Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution
    • Knowledge on infrastructure, network zone, load balancing and data center
  • Desired Skills
    • Experience supporting java web frameworks (Spring)
    • Development of automation/monitoring/deployment Scripting (PowerShell, Python, Java)
    • Experience supporting cloud solutions both hosted and on-prem
    • Knowledge supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
    • Working knowledge in an Agile program preferably Scrum and/or Kanban
    • Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck
    • Experience of implementing and configuring Splunk and Dynatrace
    • Understanding of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes
    • Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)
    • Supporting APIs and services that utilize REST, SOAP and Web Services
    • Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principles

About Us JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
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What are JPMorgan Chase Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Professional Development Benefits
Tuition Reimbursement
Diversity Program

An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

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