IT Technology Support - Major Event Business Engagement (Incident Management) (Corporate & Investment Banking)

Job Description
As an Application Support professional within our Corporate & Investment Banking team, your dedication to innovation is essential to what keeps our company moving and thriving. In this role, you'll engage in application issues, including coordinating internal parties, troubleshooting, identifying, escalating and communicating in accordance with our playbook. You'll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.'s global network of innovators.
Job Responsibilities:

• Efficiently manage crisis-level events from beginning to end, including assessment and communication of impact to internal and external clients
• Engage in a variety of ad-hoc duties advocating on behalf of the client experience
• Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners. Communications include but not limited to:

(1) Client-facing root cause analysis documentation.
(2) Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and correction.
(3) Tangible assessment of Crisis Management scope of work and continuous improvements via Executive level presentations

• Collaborate with Technology and Operations partners on large scale, complex issues
• Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
• Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting work streams
• Manage client contractual SLA tracking, reporting and penalty assessment
• Draft effectively, read, and interpret legal documents with Excellent client facing negotiation skills
• Demonstrate discretion and high integrity managing sensitive issues and consumer data and Rotational on-call availability based on team needs
• Research and resolved issues escalated from Technology Operations internal alerts, Help Desks, or other departments and provide accurate problem identification, ticket documentation and customer/vendor dialogue
• Provides activity, progress and status reports to management and keeps management posted of any critical issues

Required qualifications, capabilities and skills:

• Minimum 3 years of client interaction experience
• Demonstrated excellence in ability to communicate effectively to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process)
• Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines. Strong knowledge of the merchant services industry, products, and services with a strong technical acumen
• Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills
• Proven ability to effectively manage multiple priorities, attention to detail in a fast-paced, high-pressure environment.
• Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience.
• Understanding of monitoring tools (Datadog, Dynatrace, Grafana, etc.)
• Understanding of Computer programming languages (.Net, Java, Perl, JavaScript, HTML, etc.)
• Self-Starter who can proactively engage a virtual, cross organizational team without formal direction with the ability to identify, troubleshoot, and skilled in problem solving and decision making.
• Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others.
• Project management skills

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.
About Us
JPMorgan Chase & Co., 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 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
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.