Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support II – Incident & Problem Manager in Employee Platforms Production Management, you will own and drive incident calls collaborating with technical resolvers, production management, application development. 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
- Analyze and troubleshoot production technology flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements
- Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues
- Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
- Improve operational stability and availability through chairing the problem/RCA calls
- Candidate has to work on weekends, public holidays on rotation basis during the APAC hours.
- Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations
Required qualifications, capabilities, and skills
- Bachelor’s Degree in Computer Science, Cybersecurity, Data Science, or related disciplines
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity - Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations
- Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
- Experience in observability and monitoring tools and techniques
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications, capabilities, and skills
- Experience with one or more general purpose programming languages and/or automation scripting
- Working understanding of public cloud
Skills Required
- Bachelor's degree in Computer Science, Cybersecurity, Data Science, or a related discipline
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Experience using enterprise-authorized AI capabilities in production support workflows
- Ability to validate AI-assisted incident recommendations, escalate uncertainty, and follow operational and security expectations
- Knowledge of applications or infrastructure in large-scale on-premises and public cloud environments
- Experience with observability and monitoring tools and techniques
- Exposure to ITIL framework processes
- Experience with one or more general-purpose programming languages or automation scripting
- Working understanding of public cloud
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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