Technology Support Lead- Problem Management
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Join our dynamic team to innovate and refine technology operations impacting the core of our business services.
As a Technology Support Lead in Community Investment Bank you will play a leadership role in ensuring the operational stability availability and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firms systems will be key and set you up for success as you navigate tasks related to identifying troubleshooting and resolving issues to ensure a seamless user experience.
Job responsibilities
- Collaborate with Development and Support teams to analyze review and facilitate changes or efforts to reduce Mean Time to Recover (MTTR) in Production environments
- Conduct Root Cause Analyses (RCA) for incidents ensuring thorough investigation and resolution
- Engage in technical conversations with PM and AD teams providing insights and questioning to drive improvements
- Influence and drive best practices in Change Management ensuring smooth transitions and minimal disruptions
- Close out Problem Tickets and Defects linked to problem tickets ensuring timely and effective resolution
- Prepare and present monthly metrics reports on Problem Management Change Management Defect Management and MTTR to global EMEA and APAC forums
- Monitor and report on system stability and resiliency measures including incident frequency resolution times and system uptime
- Develop and implement strategies to enhance system stability and resiliency leveraging industry best practices
Required qualifications capabilities and skills
- 5 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
- Proficiency in ITSM processes including Change Management Defect Management and Problem Management
- Strong ability to influence and drive work across cross-functional teams
- Excellent problem-solving skills and the ability to conduct thorough Root Cause Analyses
- Strong communication skills with the ability to engage in technical discussions and provide clear insights
- Experience in preparing and presenting metrics reports to diverse forums
- Ability to work independently and collaboratively in a fast-paced environment
Preferred qualifications capabilities and skills
- Automation skills using Python Tableau Alteryx etc
- Technical familiarity with Java Spring boot AWS SQL and Unix
- Experience in a Payments Technology environment
- Familiarity with best practices in system stability and resiliency
Key Skills
- Computer Science
- SQL
- Active Directory
- Customer Service
- Incident Management
- Access Points
- OS
- Asset Management
- Linux
- VPN
- User Accounts
- Desktop
- Backup
- Technical Support
- Application Support
About Company
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans ov ... View more
