Technology Support II

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 at JPMorgan Chase within the Commercial & Investment Bank 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.
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders.
• Create, drive and manage KPIs and real-time monitoring dashboards to ensure system operability and performance
• Proactively identify areas for stability improvement in the software/hardware stack as well as operational processes.
• Continuously collaborate and partner with various technology teams to improve system, flow and environments
• Handle incident & problem management: Proactively identify/managed incidents, drive resolutions with constant
  follow-ups of problem tasks to closure.
• Support application supportability model / on-boarding of new businesses, clients and applications to the platform
• Ensure resiliency of the platform through managed DR Disaster Recovery /SR Sustained Resliency /HA Heightened Awareness events, including documentation of PROD/DR environments and recovery processes on regular basis.

• Identify trends and assist in the management of incidents, problems and changes in support of full stack technology systems,
  applications, or infrastructure and partner with engineering and development teams to eliminate single points of failure in the environment

Required qualifications, capabilities, and skills

• 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.
• Hands-on experience on AWS Services like ECS. EC2, RDS, Redshift, Oracle SQL
• Expert in UNIX shell, Perl, Python, or similar scripting languages.
• Experience with Splunk, Grafana, Geneos and ServiceNow.
• Exposure to observability and monitoring tools and techniques.
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework

• Ability to work on shift basis that will include weekend days.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages ( Java,Python) or automation scripting.
• Hands on experience in setting up Geneos alerts and Datadog monitors.
• Possess good working understanding of public cloud with AWS Certification as a plus.
• Teamwork and co-operation - Ability to gel and work in a team oriented environment.