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The Role
Provide business-facing production technology support across Asia Pacific within a global follow-the-sun model. Manage incidents, escalations, post-incident analysis, monitoring, service KPIs, and preventative improvements across applications and infrastructure. Serve as an application subject matter expert, apply SRE practices, troubleshoot complex full-stack systems, and improve support tools and processes. Collaborate with business, technology, and vendor teams to maintain operational stability, availability, and performance.
Summary Generated by Built In
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Commercial & Investment Bank, 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:
As a Technology Support III team member in Commercial & Investment Bank, 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:
- Providing business facing technology support to business and operations groups across the Asia Pacific region.
- Working within a follow-the-sun support model with global counterparts
- Managing production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology, and vendor partners
- Performing post incident analysis, identifying, tracking and implementing preventative measures
- Act as Subject Matter Expert (SME) for key applications, responsible for maintaining global best practice and hygiene standards.
- Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools.
- Act as a key contributor in the continued development of tools, frameworks & techniques to improve productivity and quality of the production support, adopting SRE principles to manage and support the environment.
- 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.
- Bachelor's degree in Engineering, Computer Science, or Information Technology
- A proven track record of Production Support & SRE: A clear understanding of SRE protocols and methodologies
- Familiar with observability, service level objective alerting, and telemetry collection using tools such as Grafana, Dynatrace, Prometheus, Datadog, Splunk, and others.
- Support Management skills: design and use monitoring dashboards for day-to-day support, generate service KPIs, report on service stability & performance and log monitoring.
- A proven track record of running Incident & Problem Management calls for business impacting outages, performing post incident analysis, identifying & implementing preventative measures and lessons learned following outages.
- Strong analytical and problem-solving skills.
- Able to drive issue resolution across different support teams.
- Experience in debugging, and maintaining applications in a large corporate environment with one or more modern programming languages and database querying languages
- Exposure to AI tools is a big plus.
Preferred qualifications, capabilities, and skills.
- Passion for learning new technologies and driving innovative solutions.
- Experience with Kubernetes for container orchestration
- Scripting languages: Perl, Python, Linux/UNIX shell
- Database: Oracle, MS-SQL, PostgreSQL, no SQL DB (Casandra)
- Telemetry & Application Performance monitoring tools such as: Splunk, AppDynamics, Dynatrace, Grafana, ITRS Geneos
- Experience with cloud platforms (e.g. AWS, Google Cloud) is a plus.
- Exposure to agile methodologies such as CI/CD, Jenkins, Application Resiliency, and Security
- Prior experience in JAVA development and Python is a plus
- Experience with continuous integration and continuous delivery tools like Jenkins, GitLab, or Terraform
- Experience in technology disaster recovery planning and test execution.
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
- 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Bachelor's degree in Engineering, Computer Science, or Information Technology
- Understanding of Site Reliability Engineering protocols and methodologies
- Familiarity with observability, service-level objective alerting, and telemetry collection
- Experience designing and using monitoring dashboards, generating service KPIs, and performing log monitoring
- Experience running Incident and Problem Management calls for business-impacting outages
- Experience performing post-incident analysis and implementing preventative measures
- Strong analytical and problem-solving skills
- Ability to drive issue resolution across different support teams
- Experience debugging and maintaining applications in a large corporate environment
- Experience with one or more modern programming languages and database querying languages
- Exposure to AI tools
- Experience with Kubernetes for container orchestration
- Experience with Perl, Python, or Linux/UNIX shell scripting
- Experience with Oracle, Microsoft SQL Server, PostgreSQL, or NoSQL databases such as Cassandra
- Experience with telemetry and application performance monitoring tools
- Experience with cloud platforms such as AWS or Google Cloud
- Exposure to agile methodologies, CI/CD, Jenkins, application resiliency, and security
- Prior experience in Java development and Python
- Experience with continuous integration and delivery tools such as Jenkins, GitLab, or Terraform
- Experience in technology disaster recovery planning and test execution
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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