JPMorgan Chase
Tampa Bay, FL

Application Support at JPMorgan Chase (Tampa Bay, FL)

| Tampa Bay, FL
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Job Description CIB Technology Banking MF Production Support
Job Description - As a member of the Production Support team; you will be responsible for providing 24 x 7 x 365 coverage performing L1 & L2 caliber troubleshooting/triage of incidents, working trouble tickets, completing escalation management, providing L1 monitoring support at the infrastructure, application & middleware layers, resolving and reporting of incidents for our production environments. In addition, you will execute systems administrative tasks, help to create and maintain production support documentation and assist on projects when directed. In this position, you will be responsible to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production issues efficiently and effectively. In support of incident management, you will work closely with other technology groups including Development, Data Base Administration, Quality Assurance (QA), Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) as well as Core Cash business Operations & Product teams.
Responsibilities include but are not limited to:
• Ensures monitoring alerts and system events are assessed, prioritized, and managed
• Manages client impacting incidents including business impact assessment, technical resolutions, engagement, and communications
• Complies with organization standards, regulations, and requirements
• Implements and follows organization incident, problem, and change management processes.
• Performs 1st and 2nd level support for assigned applications
• Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise.
• Builds and maintains strong relationships with technology teams and business partners to identify process improvement opportunities
• Collaborates with technology teams and business partners to understand application functions and related downstream processing components
• Drives continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies
• Participates with post incident reviews for client impacting incidents
• Identifies post incident review action items and process improvement opportunities • Works with Change Management/ Release Managers on the evaluation of change events
• Runs technical bridges and/or management bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover)
• Supports Disaster Recovery/Sustained Resiliency/High Availability Tests
• Aligns with business strategies, goals, and objectives
• Assists in translating business requirements into proposed IT services & solutions
• Develops and distributes performance metrics for core services
• Designs & implements customer satisfaction surveys and measurements as assigned
• Develops and maintains process and procedure documentation (knowledge management)
• Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities
• Assures Operational Run Books are up to date Qualifications Required and Preferred Skills
• Coordination with onshore and offshore teams
• Excellent prioritization, organizational and time management skills
• Understanding of business process reengineering and business modeling concepts, business systems development and analysis • Solid experience in documenting requirements and technical specifications
• Excellent oral and written communication skills
• Influence and negotiation skills
• A strong application development background
• Proven experience designing and implementing proactive systems monitoring and health checks
• Incident management skills and experience
• Knowledge (documentation) management experience
• Experience of change management process in a large corporation
• Experience managing technical bridges and guiding problems to resolution
• Ability to influence and lead technical conversations with varied IT support groups
• Ability to coach and mentor employees and contractors
• Knowledge of Incident, Problem and Change Management processes and tools
• Able to make trusted and unbiased judgments even under controversial circumstances
• Ability to align IT service offerings with business strategies, goals, and objectives
• Ability to influence key business stakeholders on IT agenda, goals, and objectives
• Ability to translate business requirements into proposed IT services & solutions
• Experience developing and implementing performance metrics
• Proven analysis, data management and reporting skills
• Solid project management skills, especially in a cross-functional environment
• IT process design & implementation skills and experience
• Ability to forecast IT Services based on business requirements and demand
• Strong technical documentation skills
• Experience with mainframe data manipulation utilities (ie, FileAid, EZTRIEVE).
• Experience with NDM, SFTP, and MQ Series - transmission protocols.
• Advanced knowledge of computing systems, systems development practices, support and troubleshooting
• Experience using mainframe languages, tools & facilities: JCL, Changeman, Zeke, VSAM, Cobol, CICS, DB2, Ca7, Eztrieve, Endevor, Fileaid, and other TSO utilities
• Geneos, Windows Job Scheduler, Autosys and Control-M
• Experience using HPNonStop (Tandem) tools & facilities: Tacl, Viewpt, Cobol, Pathway, OSS, ITPWebSphere, Mediacom
• Basic understanding of DevOps and SRE methodologies or processes is a plus
• Any scripting knowledge like Python, PowerShell, bash scripts, Grafana is a plus
• Bachelor's degree or equivalent
• Banking and Treasury experience (preferred)
• 5-10 years of IT experience with background in application development and/or production support operational experience
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 Corporate & Investment Bank relies on innovators like you to build and maintain the technology that helps us safely service the world's important corporations, governments and institutions. You'll develop solutions that help the bank provide strategic advice, raise capital, manage risk, and extend liquidity in markets spanning over 100 countries around the world.
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Technology we use

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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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