Technology Support II, Major Incident Manager

Job Description
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 the Infrastructure Platforms (IP) team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.
Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Own and drive incident calls collaborating with technical resolvers, production management, application development, line of business incident managers and senior leadership with the goal of reducing and mitigating impacts
• Facilitate timely, clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Establishing strong command and control of an incident, establishing clear accountability, ownership and methodical evaluation of complex issues

Required qualifications, capabilities, and skills

• Bachelor's Degree in Computer Science or equivalent
• Formal training or certification on technology support concepts and 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Experience in Incident Management tools, specifically Service Now
• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• AWS Cloud Practitioner certification
• ITIL V4 Foundation certification

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
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.