Technology Support III, Rates Production Management

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
The Commercial and Investment Banking (CIB) Technology, Rates Production Management team consists of technical & initiative-taking professionals who passionately care about the stability of applications and provide with out of the box solutions for their betterment. The team manages the strategic initiatives across all the Commercial and Investment Banking (CIB) Rates applications for synthetic monitoring, DevOps, cloud adoptability, cyber-security, automation, capacity management, resiliency, hygiene and more.
As a Technology Support III within the Rates Production Management team of Commercial and Investment Banking (CIB) Technology, you will be tasked with ensuring the operational stability, availability, and performance of our production application flows. Your duties will encompass troubleshooting, maintaining, identifying, escalating, and resolving any interruptions in production service across all internally and externally developed systems. Moreover, you will play a crucial role in promoting a culture of continuous improvement to guarantee a seamless user experience.
Job responsibilities

• Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• 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
• Identify 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
• Work in daily shift starting 7am SGT and occasionally participate in weekend activities like resiliency tests
• Assist with the installation, configuration, and maintenance of front office systems and applications including onboarding new users and providing initial training for applications
• Manage production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners
• Document technical procedures, best practices, and solutions for future reference, focusing on front office applications
• Function as a key contributor in the continued development of tools, frameworks & technique to improve productivity, stability, quality and promote automation
• Help monitor and improve monitoring of the application suite and proactively fix potential issues

Required qualifications, capabilities, and skills

• Bachelor's degree in Computer Science or equivalent experience
• Formal training or certification on technical support concepts and 3+ years applied experience troubleshooting, resolving, and maintaining information technology services
• 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
• Ability to understand incredibly demanding nature of the trade floor, or eagerness to experience it
• Excellent critical thinking skills and the ability to troubleshoot complex technical issues
• Strong communication and people skills, with the ability to explain technical concepts to non-technical users
• Ability to work independently and as part of a team in a challenging environment
• Strong organizational skills and diligence

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting (Python preferred)
• Working understanding of public cloud (AWS preferred)
• Experience supporting Front office users within the financial services or investment banking industry (Fixed Income product knowledge preferred)
• Working understanding of eTrading flows (Dealer2Dealer, Dealer2Client)
• Experience with SQL queries, Geneos, Splunk, Datadog, Grafana

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.