Technology Support II, Merchant Services

Job Description
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member in the Commercial and Investment Banking (CIB) Technology- Merchant Services team you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Improve operational stability and availability through participation in problem management.
• Monitor production environments for anomalies and address issues utilizing standard observability tools.
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders.
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure.
• Proactively identify, collaborate, and drive service improvement opportunities across merchant services platforms.
• Participate and drive incident in mgmt activities along with other application and infrastructure support team
• Promote teamwork, collaboration and JPMC work culture across the firm.
• Handle clients calls with high sense of ownership and urgency on priority basis and respond to emails and service request within SLA.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 2+ years applied experience.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Knowledge of one or more general purpose programming languages such as C, C++, Python, Java or equivalent data analytical language and database skills such as SQL, Oracle
• Strong verbal and written communications skills and high degree of interpersonal skills

Preferred qualifications, capabilities, and skills

• Application support experience in Banking/Financial Services, Cards & digital payments application is preferred
• Exposure to monitoring and analytical tools such as Geneos, Dynatrace, Splunk, Datadog and Open search is preferred Exposure to batch scheduling tools such as CA7 control M would be advantageous
• Experience in cloud platforms such as Google Cloud, AWS and Microsoft Azure would be a plus

About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
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.