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The Role
Provides end-to-end technology support for employee platforms, troubleshooting production applications and infrastructure, monitoring service delivery, managing incidents and problems, escalating issues, and supporting project delivery. The role uses authorized AI for incident triage, maintains operational stability, ensures regulatory and control compliance, and creates standard operating procedures. It requires strong client service, communication, documentation, troubleshooting, and collaboration skills in a large-scale technology environment.
Summary Generated by Built In
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 Employee Platforms at JPMorgan Chase, you will ensure operational stability, availability, minimum impact and interruption of IT Services to business users in location. Be part of the team, you will be responsible for troubleshooting, and escalating to regional product team, internal or external parties, who providing such services when needed. Addition to that, you will be responsible for end-to-end support for any assigned to in-country project delivery.
In this role, you will help deliver exceptional employee experience by partnering directly with end users to provide timely technological support and solutions across Employee Platform services. As part of the Technology Support team, you will gain broad exposure by supporting JPMorgan Chase employees across our offices—from the Genius Bar to the trading floor. By joining JPMorgan Chase, you will have access to leading expertise through our global technology community and partnerships with major technology firms.
Job responsibilities
As a Technology Support II team member in Employee Platforms at JPMorgan Chase, you will ensure operational stability, availability, minimum impact and interruption of IT Services to business users in location. Be part of the team, you will be responsible for troubleshooting, and escalating to regional product team, internal or external parties, who providing such services when needed. Addition to that, you will be responsible for end-to-end support for any assigned to in-country project delivery.
In this role, you will help deliver exceptional employee experience by partnering directly with end users to provide timely technological support and solutions across Employee Platform services. As part of the Technology Support team, you will gain broad exposure by supporting JPMorgan Chase employees across our offices—from the Genius Bar to the trading floor. By joining JPMorgan Chase, you will have access to leading expertise through our global technology community and partnerships with major technology firms.
Job responsibilities
- Analyze, troubleshoot, and monitor production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm, addressing anomalies utilizing standard observability tools
- Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and root-cause hypothesis generation from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
- Improve operational stability and availability through participation in problem management
- Assist in escalation and communication of issues and solutions to business and technology stakeholders and identify trends to support management of incidents, problems, and changes across full stack technology systems, applications, or infrastructure
- Applies reuse-first, AI-assisted practices within operational stability routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.
- Demonstrated client-service mindset with professional communication.
- Assist team to ensure that our services comply with Firmwide control standard and meeting regulatory requirement.
- Create, maintain, and regularly review standard operating procedures (SOPs) to ensure documentation remains accurate, current, and aligned with operational, risk, and control requirements.
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.
- Experience of using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.
- Bachelor’s degree in computer science, Cybersecurity, Data Science, or related disciplines.
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud.
- Exposure to observability and monitoring tools and techniques.
- Hands-on experience of service management practice with processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
- Demonstrated service orientation with strong problem-solving and troubleshooting capabilities.
- Proactive and self-motivated, with the ability to work effectively both independently and collaboratively.
Preferred qualifications, capabilities, and skills
- Knowledge of programming languages or automation scripting.
- Strong risk and control mindset, including timely escalation when needed.
- Ability to document issues, procedures, and root cause analysis.
- Proficiency in spoken and written English.
- Creative and continuous improvement oriented, with a strong ability to identify and implement more effective ways of working.
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.
Skills Required
- Bachelor's degree in Computer Science, Cybersecurity, Data Science, or a related discipline
- At least 2 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Experience using enterprise-authorized AI capabilities for production support workflows, with strong validation practices and data sensitivity awareness
- Knowledge of applications or infrastructure in a large-scale on-premises or public cloud technology environment
- Exposure to observability and monitoring tools and techniques
- Hands-on experience with IT service management practices within the ITIL framework
- Strong service orientation, problem-solving, and troubleshooting capabilities
- Ability to work proactively and effectively independently and collaboratively
- Knowledge of programming languages or automation scripting
- Strong risk and control mindset, including timely escalation
- Ability to document issues, procedures, and root cause analyses
- Proficiency in spoken and written English
- Creative and continuous-improvement orientation with the ability to identify and implement more effective working methods
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
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The Company
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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