Technology Support III- Service Management

Propel operational success with your expertise in technology support and a commitment to continuous improvement. As a Technology Support III Problem Manager in our Infrastructure Platforms team, your dedication to innovation will not only have a positive impact on our services but also on our team. You will be a part of a team responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure. Your role entails providing end-to-end application or infrastructure service delivery, supporting system maintenance, and monitoring production environments. You will have the opportunity to lead major stability programs, manage and develop a team, and collaborate with multiple teams across regional boundaries. Your ability to analyze complex situations and trends will be crucial in anticipating and resolving incidents, problems, and change management to support technology systems, applications, or infrastructure. Job responsibilities include providing end-to-end application or infrastructure service delivery to enable successful business operations, supporting day-to-day maintenance of systems for operational stability, assisting in monitoring production environments for anomalies, identifying issues for escalation and communication, analyzing complex situations and trends, setting goals and roadmaps, leading major stability programs, managing and developing a team, influencing technical conversations in RCA meetings, handling high-impact outages with urgency, and collaborating with multiple teams across regions. Required qualifications, capabilities, and skills: - 3+ years of experience troubleshooting, resolving, and maintaining information technology services - Knowledge of applications or infrastructure in large-scale technology environments - Exposure to ITIL framework processes - Excellent writing and analytical skills, detail-oriented, and process-focused - Strong overall knowledge of technology business and best practices - Advanced understanding of ITIL processes, particularly Problem Management - IT Service Management experience across Incident, Problem, and Change Management - Proficiency in pattern recognition and Proactive Thematic Problem investigation analysis - Data analysis, visualization, interpretation skills for presenting complex data insights clearly - Strong background in Data Centre, Network, Platform, Distributed, End User, and Cloud technologies - Familiarity with service management toolsets like ServiceNow and Service Manager Preferred qualifications, capabilities, and skills: - Experience with general-purpose programming languages and/or automation scripting - Working understanding of public cloud - Passion for identifying problems that cause incidents,