Technology Support III - Incident Management

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Corporate Technology, you will ensure the operational stability, availability, and performance of our production application flows. 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

• Partner with technology owners and subject matter experts (SME's) to drive toward a permanent resolution and ultimately driving down recurrence
• Analyzes incident, problem, and change data, working logically to identify the causes of recurring incidents noise in the environment, and ensure that plans and actions are in place to eliminate and resolve issues.
• Eliminate problem recurrence after the first iteration and apply the solution across like technologies and situational constructs
• Participate in regular quality assurance reviews to ensure robust and effective Problem Tasks that will permanently fix the identified root cause
• Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Identity issues for escalation and communication, and provide solutions to the business and technology stakeholders
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Experience managing Root Cause Analysis (RCA) entries within ServiceNow
• Experience creating dashboards and reports in Tableau
• Proficient in pattern recognition and data correlation
• Advanced Excel Knowledge with ability to dissect large data files, utilizing formulas, minor scripting, and filtering
• Ability to interface and work with multiple teams across regional boundaries and communication channels
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure
• Strong cross technology background in areas such as network, distributed, end user, storage and mainframe
• Ability to influence and lead technical conversations with various infrastructure support groups
• 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

• Working understanding of public cloud

About Us
JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.