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.
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.
JPMorganChase Singapore, Singapore, SGP Office
One@Changi City, Changi Business Park Central 1, Singapore, Singapore, 486036
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