Technology Support III

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Corporate Technology, Corporate Data and Analytics Services (CDAS), 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

• Provides technical and functional support to all end users within CDAS
• Investigates the issues raised by researching for similar incidents, learning the data model and checking the data and service logs
• Leverages data analytics and reporting skills (Qliksense, Tableau, Alteryx, ServiceNow, etc) to identify issue trends and solutions to top-talkers
• Organizes meetings with the users to understand the issues they are facing when using our technology services
• Provides feedback and reports to technology teams and product owners on application requirements, helping to prioritize fixes and liaise with end-users for acceptance after researching and diagnosing bugs
• 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
• Assists in the monitoring of production environments for anomalies, addresses issues, and drives evolution of utilization of standard observability tools
• Identifies issues for escalation and communication, and provides solutions to the business and technology stakeholders
• Analyzes 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

• Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
• Minimum 3 years of experience or equivalent expertise 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 i.e. AWS, Unix
• Proficient in observability and monitoring tools and techniques
• Strong communication skills (both written and verbal)
• Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk
• Experience with database queries and MongoDB
• Awareness and exposure to change management methodologies and best practices
• Awareness and exposure to systems development practices and methodologies

Preferred qualifications, capabilities, and skills

• Experience with one or more general purpose programming languages and/or automation scripting
• Working understanding of public cloud
• Knowledge of banking products and interest in the finance world

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 Corporate Technology team relies on smart, driven people like you to develop applications and provide tech support for all our corporate functions across our network. Your efforts will touch lives all over the financial spectrum and across all our divisions: Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and within the Corporate Administrative Office. You'll be part of a team specifically built to meet and exceed our evolving technology needs, as well as our technology controls agenda.