JPMorgan Technology Support III - Thematic Problem Management 

United States, Delaware, Wilmington 

221636434

As a Technology Support III team member in Consumer and Community Banking, 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

• Proactively analyze incident trends and performance data to proactively identify potential issues, patterns, and recurring incidents before they cause service disruptions.
• Own and run various Stability and Service Level Improvement programs for applications/services as well as other initiatives using an agile approach.
• Drive continuous improvement initiatives and implement best practices in Problem Management.
• Partner with business resources and develop actions to eliminate recurrence on “business-owned” incidents.
• Creating and distributing problem management reports, highlighting trends, root causes, and implemented solutions.
• Continuously track progress to ensure deliverables within prescribed timelines until full problem closure.
• Understanding of observability and monitoring tools and techniques.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in troubleshooting, resolving, and maintaining information technology services.
• Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
• Experience managing Root Cause Analysis (RCA) in a system of record such as ServiceNow.
• Proficient in pattern recognition and data correlation, with strong analytical and problem-solving skills.
• Advanced Excel knowledge with the ability to dissect large data files, utilizing formulas, minor scripting, and filtering.
• Ability to navigate, interface, and work with multiple teams across regional boundaries and communication channels, demonstrating command and control.
• Ability to influence and lead technical conversations with various application support groups, including technical leaders, IT professionals, developers, and architects.
• Cross-technology background in disciplines such as Cloud Engineering, Networking, Site Reliability Engineering, or Technology Support.
• Excellent communication, technical writing, presentation, and relationship management skills.
• Experience in managing high-pressure situations and making decisions quickly to minimize impact on business operations.
• Ability to foster a culture of learning and collaboration, working effectively in a diverse and inclusive environment.

Preferred qualifications, capabilities, and skills

• Working knowledge on dashboard reporting using Tableau, PowerBI, Qlik, and other similar tools.
• ITIL Foundation certification.
• Practical knowledge of engineering principles, design patterns, failure mode-effects analysis.
• Practical experience with public cloud.