Technology Support III
Technology Support III
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Not Disclosed
Salary Not Disclosed
1 Vacancy
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 the Corporate and 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
- Executing the Incident Management processes from initiation to resolution using strong facilitation planning and time management.
- Command and control of Incident bridges with business technology and external vendors.
- Assess and prioritise multiple incidents based on the customer business regulatory reputational and financial impacts knowing when to escalate without sacrificing SLA commitments.
- Facilitate timely communications to customers to help manage their experience using our communication tooling
- Determine and ensure of appropriate actions to recover business services as quickly as possible.
- Drive the technical bridge to manage all diagnostic and resolution activities.
- Identify all resources needed to resolve the incident including resources from JPMC partners external vendors and JPMC lines of business.
- Ensure high quality consistent accurate incident and processrelated data.
- Participate in postincident reviews and problem management activities.
- Proactively contribute to improvement activities during incident downtime.
Required qualifications capabilities and skills
- Troubleshoot resolve and maintain information technology services with experience or equivalent expertise.
- Run incident bridges/Zoom sessions for application and/or technology issues.
- Understand Incident Management best practices skills and tools.
- Exhibit excellent written and oral communication skills demonstrating confidence with senior technology and business management.
- Influence others across all contributing teams and disciplines.
- Be a strong team player fostering relationships from both a business and technical perspective with a strong adherence to processes and procedures.
- Demonstrate knowledge of applications or infrastructure in largescale technology environments both onpremises and in the public cloud.
- Apply processes within the scope of the Information Technology Infrastructure Library (ITIL) framework.
- Possess a broad understanding of technology frameworks across mainframe midrange distributed and cloud technologies.
- Have a general understanding of Financial Services and key drivers of business performance.
Preferred qualifications capabilities and skills
- Application or production support experience preferred although Application Development experience a plus
- Experience with Service Now is preferred
- ITIL training and certification preferred
- Working understanding of public cloud
- Committed to process improvement LEAN and/or Six Sigma training a plus
Employment Type
Full-Time
